Customer Service Rep

Job Description

Job Description

Job Title : Customer Service Rep

Department : Ground Services

Reports To : Manager, Ground Services

POSITION PURPOSE :

This position interacts with customers and vendors in a courteous, efficient, friendly and professional manner. The customer service position will work a day shift; however, may occasionally be expected to work irregular shift or extended hours on weekends and holidays . This position directly reports to the Manager of Ground Services within the Operations Control Center (OCC) in Ypsilanti, MI.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Duties and responsibilities include, but are not limited to :

• Assists customers in tracing cargo via telephone and email
• Connects with the accounting department on flight or charter information that references Air Waybill numbers
• Acts as a liaison between customers and the sales team to help determine when the cargo has departed, arrived and booking
• Communicates with warehouse entities to locate and track customer’s cargo shipment prior to the flights departure and after the flights arrival
• Assists with the ground services manager and ground services assistant manager on additional special projects
• Provides support to the claims analysts by collecting of information needed for validating or refuting cargo claims
• Connects with ground services team for possible support

EDUCATION and / or EXPERIENCE :

LANGUAGE SKILLS

TRAVEL REQUIREMENTS :

The customer service position will require occasional travel.

WORK ENVIRONMENT :

Employee will perform duties in an office environment with heating and cooling. The noise level in the work environment is usually moderate.

ACCOMMODATIONS :

If you need reasonable accommodation for the online application process due to a disability, please call (734) 544-7010. Please include your contact information and details about posted position of interest. Only inquiries regarding assistance for those who need accommodation with the online application process due to a disability will be returned.