Customer Service Agent (Cargo)

Job Summary

Responsible for providing direct customer service for the exchange of control of freight and cargo, and other tasks that lead to the successful transportation of those items for the goals of Everts Air Cargo. Interact with customers, and demonstrate a professional, confident, positive, and knowledgeable presence. Respond in a prompt, accurate, courteous, and poised manner to encourage positive business relationships between Everts Air Cargo and its customers. Effectively perform assignments and process work to meet established deadlines and performance goals. 

Compensation: Starting at $19/Hour
Employment Type: Full Time
Schedule: M-F 8am - 5pm Based on operational business needs employee may be required to work additional early mornings, late evenings, and weekends as well. 
FLSA Status: Non-Exempt
Regular/Temporary: Regular
Requisition ID: 604380010

Job Duties

• Promptly respond to Everts Air Cargo personnel and customer telephone or written inquires for information about company services, policies, transit information, procedures, and rates. Respond via phone and or writing to customer and internal requests for information in a clear and understandable manner.   
• Provide customers with accurate shipping information by using company computer databases (TakeFlite & others) and keeping all manual service updates in an organized fashion, and accurately interpreting all resource guides. Retrieve information from computers, hard files, manuals, and directories. Forward charter requests to Sales. 
• Notify customers of backhaul freight and any monies due, notate call in TakeFlite under tracking, and once freight is picked up, obtain Proof of Delivery (POD), notate type of payment received in TakeFlite. Coordinate with accounting on customer rates/notes as needed. 
• Execute air bills accurately and completely. Ensure the freight is properly described, apply tariffs where necessary. Audit air bills as required. Research air bills for accounting or customer use as needed. 
• Process and prepare forms, documents, and correspondence according to established procedures. Maintain cash drawer and daily sales report. Prepare D.O.T. Trucking report and weekly mail reconciliation. Process/audit daily cargo and flight paperwork. Match air bills from outstations. Create preprints for customers. Create other reports as requested. 
• Maintain accurate documentation of records and activity. Repeatedly bend or reach to file and retrieve documents. Answer telephone, forward calls to appropriate department, take messages when necessary. Sort/distribute company materials (Comat) as required, enter Proof of Delivery (POD) information into Cargo Software database (TakeFlite). Update customer service manual directories as needed. Update Sales with pertinent customer information. Keep a supply of Comat, expense reports and flight envelopes available. Maintain a clean work area. 
• Respond to customer satisfaction issues by keeping Sales/Operations appraised of customer concerns and/or problems. 
• Record and follow through on customer requests for pick-ups, advise customer of service schedule and/or required documentation and procedures, and forward requests to Operations according to location requirements. Advise customers of flight times, cutoffs, and shipping requirements. 
• Encourage customer development by striving to turn informational calls into company service sold, or freight shipped and forwarding potential sales lead information to Sales. 
• Assist other agents and departments as needed. Assist cargo department as necessary. Assist customers with freight in warehouse. Coordinate with Cargo Supervisor, Manager, or customers regarding charters and or flag stops. Receive / process small package shipments. 
• Provide training to new hires or other company personnel as needed. Assist with training new cargo, customer service or other personnel. Attend all available training required for job performance.  
• Provide support for Everts Air Alaska (EAA) in ways required to complete a flight. Accept, manifest freight/mail into TakeFlite and load freight/mail onto aircraft when needed. 
• Perform other duties as assigned to include assisting other Everts Air departments.  

Required/Preferred Experience, Education & Skills

• Able to understand, retain, and deliver information verbally and written.
• Maintains excellent customer/station agent relations, and to deal effectively with difficult customers.
• Demonstrates a courteous, helpful, and poised phone manner and possess excellent interpersonal skills.
• Makes determinations quickly and under pressure.
• Demonstrates good organization, attention to detail, record keeping skills and the ability to maintain current and updated information. Requires the ability to input and retrieve information from databases.
• Able to operate a computer keyboard and screen for extended periods of time as required by location.
• Must be able to perform multiple tasks simultaneously, such as talking on the phone, data entry, and data retrieval. 

Total Rewards

• Competitive total rewards package
• Medical, dental and vision benefits
• 401k match program
• Paid Holidays
  

Equal Employment Opportunity 

We are proud to be an Equal Employment Opportunity and Affirmative Action employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you would like to view a copy of our affirmative action plans, please contact us via email at recruitment@evertsair.com.

Salary : $19