Customer Resolution Agent

The Customer Resolution Agent (CRA) is responsible for the efficiency of the overall cargo management warehouse processes to minimize operational hindrances for both import and export cargo. They work interdepartmental to act as the liaison between Ground Operations, the warehouse, Sales, and Customer Service. The CRA works on the ground in the warehouse to manage cargo backlog, warehouse on-hand inventory, track, and trace, and acts as a cargo acceptance facilitator.

Responsibilities

• Bridge between Ground Operations and Sales and Customer Service by physically present in the warehouse to maintain, support, and improve the overall warehouse processes.
• Identify, rectify, and follow up on immediate problems by efficient communications with Customer Service, Sales, Ground Operations, and any external parties in real-time for any discrepancy or abnormalities that can affect a customer.
• Facilitate Ground Operations Acceptance process, freight allocation, and pallet build-up to ensure any necessary paperwork or issues are resolved quickly and effectively.
• Ensure all IRR, Discrepancies, and OS&D are properly actioned in the appropriate system(s) and documented where required.
• When possible, avert and/or diffuse potential problems with irregular cargo.
• Keep the team informed of any changes and ensure any displaced shipments are rescheduled.
• Work with operations to keep track and monitor the movement of on-hand shipments and differed cargo.
• Work with the Sales team to help prioritize and keep high visibility/revenue shipments on schedule.
• Maintain an IRR log with detailed information on all shipment issues.
• Complete and/or maintain reports, messages, file logs, forms and sends Cargo Correction Advice (CCA).
• Supports non-initial booking functions such as rebooking and cancelations of no-show shipments.
• Supports customer inquiries on all stations in Polar Air Cargo Network.
• Performs other duties as assigned.
  
  

Qualifications

• High school or above academic qualifications.
• A minimum of two years of airline customer service or cargo-related experience, with an understanding of air cargo industry and competition, and aircraft cargo loading capacities would be highly preferable.
• Demonstrate proficiency in MS Office (Excel, Word, Teams).
• Demonstrate proficiency with IATA process and procedures.
• Understands and use company reports utilized by customer service, and adaptive to new innovative projects and platforms.
• Good interpersonal, communication and telephone skills with the ability to multitask and prioritize tasks on hand.
• Good problem solving skills and decision-making skills.
• Understand and adhere to company policies and procedures.
• Must be reliable, flexible and available to work varied hours, weekends and holidays.
• A bility to obtain an airport Security Identification Display Area (SIDA) badge required.
  
  

Salary Range: $42,000-$56,500

Financial offer within the stated range will be based on multiple factors to include but not limited to location, relevant experience/level and skillset."

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

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