Customer Service Agent

COMPANY INFORMATION:

Northern Air Cargo is part of the Saltchuk Family of Companies. Our mission is to provide safe, reliable aviation services for our customers and create a place for employees to build long-term careers. Northern Air Cargo services customers in Alaska.

SUMMARY:

The Customer Service Agent is dedicated to delivering exceptional customer experience by serving as a proactive brand ambassador and advocate for Northern Air Cargo. This role maintains strong customer relationships by providing prompt, accurate, courteous, and professional service while responding to customer inquiries, coordinating freight logistics, resolving issues, and monitoring customer needs. The Customer Service Agent efficiently processes customer transactions, shipment documentation, and freight movement while meeting established performance standards and operational goals.

DUTIES:

• Warmly welcomes customers while maintaining a secure environment by following company badging, safety, and security procedures.
• Answer incoming telephone calls promptly and provide detailed customer information.
• Promotes and sells Northern Air Cargo services in person and over the phone by identifying customer needs.
• Responds promptly to customer inquiries regarding company services, FAA/TSA regulations, transit schedules, procedures, rates, and shipment requirements.
• Generates rate quotes, accurately executes air waybills, tracks shipments, and arranges freight pickup and delivery.
• Verifies freight descriptions to ensure proper handling, routing, and regulatory compliance.
• Performs routine audits of airway bills and related documentation to ensure accuracy and completeness.
• Research investigates and resolves customer concerns while providing positive customer outcomes.
• Educates customers regarding shipment policies, dangerous goods restrictions, and applicable regulations.
• Processes cash, credit card, and customer account payment transactions accurately.
• Shares pertinent customer feedback and service information with Sales and Operations teams to support business growth and service improvements.
• Maintains accurate shipment and customer information within JetStream and other company systems.
• Maintains a clean, organized, and safe work area.
• Utilizes Microsoft Word, Excel, SharePoint, and other operational systems to support customer service activities.
• Performs other duties as assigned.

POSITION QUALIFICATIONS AND REQUIREMENTS:

To perform this job successfully, an individual must be able to execute each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Education: High school diploma or equivalent.
• Experience: Minimum of six months related to customer service, transportation, logistics, or operational experience and/or training.

Demonstrates exceptional interpersonal skills with a passion for customer service.

• Highly proficient in multi-tasking and prioritizing in a fast-paced environment.
• Strong attention to detail and commitment to accuracy
• Highly computer literate and capable of learning proprietary software systems.
• Self-starter with a proactive approach to problem-solving.
• Projects a friendly, polished, and professional image to customers and the public.
• Adaptable to changing customer service demands and peak-volume periods.
• Proficient in accurate typing and ten-key operation.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers and decimals. Ability to compute rates, ratios, and percentages accurately.

 Work Schedule: Regular attendance and shift work capability are required.

Clearance: Must successfully pass a pre-employment drug test, background check, and obtain TSA clearance for secure airport operations.

LANGUAGE AND COMMUNICATION SKILLS:

• Ability to read and comprehend instructions, correspondence, and interoffice memoranda.
• Ability to follow verbal and written instructions.
• Ability to compose routine business correspondence clearly and professionally.
• Ability to effectively communicate information in one-on-one and small group situations with customers, clients, and team members both in person and over the telephone.

PHYSICAL DEMANDS:

• Regularly required to sit, speak, and listen while assisting customers.
• Frequently required to stand, walk, and navigate operational areas.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision for detailed documentation and computer work. 

DISCLOSURE:

The intent of this job description is to provide a representative summary of the major responsibilities performed and results expected by personnel assigned to this role. It is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions. Incumbents may be required to perform other job-related tasks beyond those specifically outlined.

EQUAL OPPORTUNITY STATEMENT:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.