Customer Service and Billing Agent, Air Import

Job Title: Customer Service and Billing Agent, Air Import

Department: Import Operations

Reports To: Import Operations Supervisor

Location: South San Francisco, CA (Onsite)

Industry: Freight Forwarding/ Global Logistics

Schedule: 9:00 AM - 5:00 PM (M - F)

Pay Rate: $23/h

Summary

The Import Customer Service Agent is responsible for providing exceptional customer service to clients throughout the entire import process. This role requires strong communication, problem-solving, and organizational skills to effectively manage customer inquiries, resolve issues, and ensure timely and accurate delivery of goods.

Essential Duties and Responsibilities

Customer Service:

*Respond promptly and professionally to customer inquiries via phone, email, and in-person.

*Build and maintain strong customer relationships.

*Proactively communicate shipment updates and any potential delays to customers.

*Resolve customer issues and complaints effectively and efficiently.

*Identify and address customer concerns and provide solutions to improve customer satisfaction.

Import Operations:

*Track and monitor import shipments from origin to destination.

*Coordinate with overseas agents, carriers, and customs brokers to ensure timely and accurate clearance of goods.

*Prepare and review import documentation, including invoices, bills of lading, and customs entries.

*Assist with the resolution of customs issues and delays.

*Monitor shipment progress and proactively address any potential problems.

Billing and Invoicing:

*Prepare and review customer invoices for accuracy.

*Answer customer billing inquiries and resolve any discrepancies.

*Assist with the collection of outstanding payments.

*Maintain accurate records of all customer interactions and transactions.

Other Duties:

*Participate in team meetings and training sessions.

*Assist with other department projects as needed.

*Stay updated on industry regulations, procedures, and best practices.

Qualifications

*Good communication skills are required. Industry experience in import/export logistics or customer service is preferred but not necessary.

*Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

*Experience with freight forwarding software (e.g., CargoWise, Blue Yonder) is a plus.

*Ability to work independently and as part of a team.

*Strong attention to detail and accuracy.