Customer Service

Job Description:

Job Description:

Office Agents are responsible for helping customers during the shipping process by coordinating shipping details, completing compliance documentation, and providing customer service.

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.

Job responsibilities:

• Convey shipping instructions to the customer services counter.
• Retrieve import documents and deliver export documents to and from aircraft.
• Accept cargo in accordance with applicable TSA, FAA, Government and Air Carrier rules and regulations.
• Accept dangerous goods in accordance with all applicable FAA Regulations, IATA Dangerous Goods Regulations, etc.
• Release imported international freight upon review of CBP clearances and authorizations.
•  Collect air freight charges.
• Handle phone calls from customers in a professional and courteous manner.
• Report all documentation discrepancies to Office Lead and assist with resolving issues as directed.
• Complete paperwork and forms connected with work assignments pertaining to procedures and enter data into company's information system as required including international cargo documents handling and freight transfer manifest preparation.
• Follow company procedures and protocols to ensure we are always operating in a safe and responsible manner.
• Complete all training when required by company, airport governing authority, or customer when required. 
• Be on time, be prepared, and be safe. Be willing to work flexible hours, including nights, weekends, and holidays.

Safety, Security and Compliance:

All AGI Team members have a responsibility and duty while at work to:

• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures. 
• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies. 
• Attend training courses as may be required by AGI.

Physical Requirements:

• This job requires physical stamina and strength – Lead Office Agents must be able to lift / carry / push / pull and move items up to 70 pounds (32 kg) or more on a regular basis and repetitively lift items weighing 40 to 50 pounds on raised surfaces. 
• Must be able to be alerted to moving vehicles or aircraft and use radio equipment to communicate with crew and airport authorities.
• Must be able to work around jet and machinery noises in a warehouse environment.

Knowledge, Skills & Abilities

• Good Communication Skills: Office Agents must have excellent English verbal and written communication skills in order to interact effectively in a professional manner with customers, office agents, and warehouse staff.
• Computer skills: Office Agents require intermediate computer skills with working knowledge of Microsoft Office programs.
• Basic math skills: Office Agents must be able to calculate payment transactions.
• Problem-solving skills: Office Agents may be called upon to troubleshoot issues during loading and unloading, concentrate on detail, and resolve customer concerns effectively.
• Time management skills: Office Agents must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment and must be able to multitask.

Qualifications:

• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• Possess a valid driver’s license with a clean driving record.
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Must complete ramp and SIDA training to obtain airport authority identification security. 
• If required by customer or role access, be able to secure a Customs Seal through the respective governing agency.
• Preferred Qualifications - One+ year of Cargo Agent experience. 
• Bilingual - Mandarin Speaking Needed

Schedule of Hours

As an airline services provider, Alliance Ground International requires its employees to be able to work flexible schedules which may be adjusted to meet operational demands such as flight delays, cancellations, ad hocs, etc. Strict adherence to company attendance policies is expected and enforced.

Benefits

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees.

Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.