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Day to Day:

• Making phone calls to confirm information
• Checking to see if flights are on time
• Data Entry and Filing
• Basic e-mail correspondence
• Pull and Run reports daily

Crucial Notes:

• Self-motivated
• Short learning curve
• Opportunity for growth
• Manager will interview via Teams; Camera Ready Appearance Required
• This is an onsite position
• Training is 2-3 weeks
• When submitting, please provide 2-3 interview time frames for the associate in the "Interview Availability" section.

Position summary:

• Will work closely with Customer Service, Agents, and Airlines to ensure the timely transit of World Courier shipments. Responsible for timely and accurate data capture.

Primary Duties And Responsibilities:

General:

• Flexibility in work schedule 24 hour company will require overtime, holiday scheduling, and weekend shifts as necessary.
• Demonstrating professionalism on the phone and in the office.
• Working together as a team with all departments and offices.
• Makes suggestions and recommendations to fellow Supervisors and the Manager in an effort to continually improve customer service operations.
• Performs related duties as assigned by the Supervisor/Manager.
• Assisting in the training of new employees.
• Providing assistance to colleagues.

Specific:

• Providing Excellent Customer Service to internal and external clients.
• Reviewing and following Client SOP's for specific handling procedures.
• Routing / book shipments on next reliable & direct flights out (NFO service).
• Following all customer expectations via the customer file.
• Providing clear and precise instructions to agents for effectively handling job file.
• Communicating shipment status updates with customers.
• Addressing cold chain concerns when interruptions have occurred.
• Running and Monitoring Missing Proof of Delivery Reports.
• Answering agent calls directed to the Domestic Dispatch Department.
• . Verifying and coordinating the maintenance of cold chain.
• Recording agent fees and extra charges to apply when necessary.(Replenishment)
• Dispatching agent for pickups and deliveries.
• Initiating traces with the airlines when shipments have not arrived.
• Post-flighting all flights.
• Monitoring World Courier internal systems.
• Monitor and handle all after hours pending work for WC Gateway Offices.
• Coordinating delivery of International Inbound shipments.
• Provide feedback to 'Agent Manager' on agent performance/complaints.
• Monitor and complete all Domestic Dispatch activities on TMS
• Monitor and address emails from agents
• Any adhoc responsibilities given by the Supervisor / Manager

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• College Education and/or industry experience preferred.
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education.
• Normally requires two (2) and four (4) years directly related experience.

REPORTS DIRECTLY TO:

• Agent Manager and Supervisors

Minimum skills, knowledge and ability requirements:

• Strong customer service skills
• Strong interpersonal skills, positive attitude & self-motivated
• Good decision making skills
• Good analytical skills
• Ability to communicate effectively both orally and in writing
• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
• Familiarity with World Courier services and operations
• Strong organizational skills; attention to detail
• Basic knowledge of Microsoft Word, Excel and inventory management system
• Strong typing/data entry skills

Work Environment

Acknowledgement:

• I have read, fully understand and agree to the responsibilities and requirements outlined in this job description.
• I have discussed what needs to be accomplished with my Manager and intend to fulfill my commitment to World Courier to the best of my abilities.
• World Courier reserves the right to change and/or modify the duties and essential functions of this position at any time.