Customer Service Agent, Air Export

Position

Title: Customer Service Agent, Air Export

Location: South San Francisco, CA (Onsite)

Industry: Freight Forwarding/ Global Logistics

Classification:

Full-Time, Temporary

Work Schedules:

Monday – Friday, 9:00 AM – 6:00 PM (with a one-hour lunch break)

Summary

The Air Export

Customer Service/Operations Agent role is critical for coordinating and

managing international air export shipments. This position ensures smooth,

efficient, and compliant cargo movements from origin to destination. The

successful agent will operate with a highly customer-oriented mindset,

understanding that their business requires providing exceptional service at

every touchpoint. They will be a key resource, arranging transportation, managing

essential documentation, and executing logistics services in accordance with

their company standards and regulatory requirements. This position is a

long-term temporary assignment. Conversion to a permanent employee role is

possible but has no set timeframe and is based strictly on the individual’s

performance, their ability to integrate with the team (team fit), and overall

company performance.

Essential

Duties and Responsibilities include but are not limited to

• Customer

Communication: Communicate with and receive orders from customers, then

arrange the pickup of freight and cargo for delivery to the loading

platform.

• Documentation

& Compliance: Accurately and timely process export shipments, ensuring

full compliance with U.S. export regulations and customer expectations.

They prepare and examine bills of lading to determine shipping charges and

tariffs.

• System

Data Entry: Enter comprehensive shipment data into the computer system to

generate required documents and labels, apply rates and charges, and

arrange export clearance through U.S. Customs.

• Logistics

Coordination: Arrange pick-up from the customer/vendor to the location and

coordinate the transfer of shipments from the facility to the carrier.

• Air

Carrier Management: Arrange flights with airlines for customer shipments

and provide timely flight information and shipment details to customers.

• Shipment

Processing: Print, assemble, and distribute all required export documents.

They also print and apply cargo labels to shipments.

• Master

& House Air Waybill (MAWB/HAWB) Processing: Close the Master Air

Waybill (MAWB) and check entry data for both MAWB and House Air Waybill

(HAWB) for accuracy, revising as necessary.

• Financial

Processing: Create invoices for customer shipments, third-party, and

Freehouse billings on a daily basis.

• Service

& Support: Provide excellent service and support to customers and

overseas offices regarding shipment status, transit updates, or

irregularities.

• Reporting

& QMS: Maintain and run reports for tracking milestones as required

for the Quality Management System (QMS), and assist in creating/updating

non-conformance reports.

• SOP and

Pricing Assistance: Assist in creating and updating operations and

customer Standard Operating Procedures (SOPs) and assist the Supervisor or

Manager with preparing Request for Quote (RFQ) rate or service data as

needed.

Qualifications

Required

• Demonstrated

proactive and energetic approach to daily tasks, coupled with an inherent

passion for providing top-tier customer service.

• A

naturally customer-oriented mindset focused on achieving positive outcomes

for the client.

• Proven

strong work ethic and excellent common sense when resolving issues and

prioritizing tasks.

• Adequate

typing skills (30 – 40 WPM minimum) and strong computer literacy.

• Exceptional

attention to detail and proven ability to multi-task in a fast-paced

environment.

Preferred

• Previous

experience in a freight forwarding or logistics environment.