Customer Service Agent

Overview

Position Title: Customer Service Agent

Classification: Full Time – Hourly Reports To:  Cargo Manager

Position Purpose:

The Customer Service Cargo Agent is responsible for servicing the needs of the individual airline and their customers in accordance with the airline and the company’s policies and procedures for all aspects of a successful cargo operation. Expedite and route movement of incoming and outgoing cargo and freight shipments in airline and trucking terminals as well as maintaining the required safety and quality standards in compliance with the Standard Operating Procedures (SOP) and company policies.  

Responsibilities

Principal Duties and Responsibilities:

• Handle high volume of incoming customer calls 

• Use tracking software to follow the progress of shipping items and to both confirm receipt  

• Data capture airway bills and cargo manifest into airline system accurately for export 

• Prepare import documents for notification for consignee to recover  

• Verify weights, dimensions, and air worthiness at time of acceptance 

• Verify airway bill number, pieces, and potential damage at delivery of freight 

• Handle and account for monetary transactions in accordance with company regulations. 

• Operate material handling equipment (e.g. forklift/pallet jack) 
  • Stage freight in designated areas of the warehouse 
  • Clean work area during and at the end of the shift  

• Inspect and maintain all equipment to ensure operational conditions are optimal 
• Provide high level of customer service for internal and external customers 
• Other duties as assigned  

Qualifications

Competencies: 

• Strong working knowledge of airline/cargo operations
• Operational flow knowledge (hourly/daily activity) 
• Safety, security, training, and compliance are the cornerstones of this operation and are critical requirements to achieving operational excellence
• Strong working knowledge of airline operations
• Work schedule understanding
• Operational flow knowledge (hourly/daily activity)
• Ability to develop effective relationships at all levels
• Must be able to read, write, speak and understand English (Bilingual Preferred)

Required Education & Experience:

• High school diploma or general education degree (GED)
• 1-2 years of customer service experience

Additional Requirements:

• Possess a valid US driver’s license
• Must pass drug screen and a 10-year FAA background check (employment/criminal)
• Reliable method of transportation to arrive at the work location on-time
• Willing to work evenings, weekends and holidays when required
• Must be able to handle multiple tasks and seek assistance from fellow team members as necessary
• Must be able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations
• Must be able to interact directly with customers, airline personnel and fellow team members to resolve problems and issues that may arise during the shift

Physical Requirements:

The physical demands described here are representative to those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to:

• Able to walk, sit and stand for extended period of time
• Able to reach and clean overhead items
• Safely ascend and descent stairs with and without carrying any weight
• Able to safely lift up to 50 lbs. frequently and up to 70 lbs. occasionally
• Bending, stooping, reaching overhead, extended repetitively
• Walk up/down jet bridge stairs at various angles
• Able to push and pull occasionally

#JGS

Work Environment

This job operates in a professional office environment as well as outdoors in an airport ramp environment. The employee may become exposed to the elements including but not limited to heat, rain, snow and loud noises. Hours will vary based on operational needs. Must be available to work a flexible schedule to include evenings, weekends and holidays.

JetStream Ground Services, Inc. offers competitive salaries and comprehensive benefits including paid new hire orientation, training, Holidays and Personal Time Off (PTO), Health Insurance including Dental, Vision Insurance, 401 (k) and endless opportunities to advance.

JetStream Ground Services, is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. If you need a reasonable accommodation because of a disability for any part of the employment process, please call (800) 742-0703 or send an e-mail to recruitment at jetstreamgs.com and let us know the nature of your request and your contact information. As an Equal Opportunity Employer, our hiring decisions are based on merit, qualifications, and business needs.

The above statements are intended to describe the general nature and level of work being performed by personnel assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.  All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.