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.

The base pay range listed reflects what we reasonably expect to offer for this role. Actual pay may vary based on location, experience, and performance. Depending on the position, benefits may include medical, dental, and vision coverage; retirement and savings plans; paid holidays and time off; supplemental insurance; and additional wellness or incentive programs.