Customer Resolution Agent

Overview:

The CRA works on the ground in the warehouse to manage cargo backlog, warehouse on-hand inventory, track, and trace, and acts as a cargo acceptance facilitator.

Responsibilities:

• Bridge between Ground Operations and Sales and Customer Service by physically present in the warehouse to maintain, support, and improve the overall warehouse processes.
• Identify, rectify, and follow up on immediate problems by efficient communications with Customer Service, Sales, Ground Operations, and any external parties in real-time for any discrepancy or abnormalities that can affect a customer.
• Facilitate Ground Operations Acceptance process, freight allocation, and pallet build-up to ensure any necessary paperwork or issues are resolved quickly and effectively.
• Ensure all IRR, Discrepancies, and OS&D are properly actioned in the appropriate system(s) and documented where required.
• When possible, avert and/or diffuse potential problems with irregular cargo.
• Keep the team informed of any changes and ensure any displaced shipments are rescheduled.
• Work with operations to keep track and monitor the movement of on-hand shipments and differed cargo.
• Work with the Sales team to help prioritize and keep high visibility/revenue shipments on schedule.
• Maintain an IRR log with detailed information on all shipment issues.
• Complete and/or maintain reports, messages, file logs, forms and sends Cargo Correction Advice (CCA).
• Supports non-initial booking functions such as rebooking and cancelations of no-show shipments.
• Supports customer inquiries on all stations in Polar Air Cargo Network.
• Performs other duties as assigned.

Qualifications:

• High school or above academic qualifications.
• A minimum of two years of airline customer service or cargo-related experience, with an understanding of air cargo industry and competition, and aircraft cargo loading capacities would be highly preferable.
• Demonstrate proficiency in MS Office (Excel, Word, Teams).
• Demonstrate proficiency with IATA process and procedures.
• Understands and use company reports utilized by customer service, and adaptive to new innovative projects and platforms.
• Good interpersonal, communication and telephone skills with the ability to multitask and prioritize tasks on hand.
• Good problem solving skills and decision-making skills.
• Understand and adhere to company policies and procedures.
• Must be reliable, flexible and available to work varied hours, weekends and holidays.
• Ability to obtain an airport Security Identification Display Area (SIDA) badge required.