Agent Coordination Specialist II

Responsibilities

Coordinate the recovery and tender of freight at local airports; Confirm that the alerts sent to our partner agents are received and understood; Monitor agents to ensure customer pickup and delivery expectations are met; Ensure that all Company and Regulatory policies and Standard Operational Procedures are followed; Monitor, respond to and action personal and group email accounts in a timely manner; Monitor and update the Transportation Management System based on updates received from partner agents; Report all complaints, concerns and issues to management immediately; Select the most optimal routing / book shipments on next reliable and direct flights on a Next Flight Out basis; Confirming the departure and Arrival of all domestic shipments by reviewing partner airline websites and actioning any Assist in providing guidance to our partner agents in the preparation of packaging materials and cold chain supplies when required; Monitor and assist in the cold chain maintenance all shipments arriving at the airports and freight held at agent locations awaiting instructions/clearance for delivery; Ensure that freight is recovered in a timely manner and all special delivery instructions and pickup instructions are communicated to our partner agents and followed; Proficiency in Cold Chain Management which will include but not limited to Dry Ice/Packaging refurbishment and Gel Pack/Packaging configuration; Provide excellent customer service by email and phone to internal customers (Operations and Customer Service departments) and external customers (Partner Agents); Capturing and recording agent fees and accounting for any extra charges which may need to be recorded within the Transportation Management System; Report discrepancies directly with the airline to ensure optimal departure times. Confirming that all packaging returns are updated and recovered by our partner agents and emailing consignees for recovery updates; Maintain all individual Training Records, Certificates and Qualifications and complete tests by due date; Assist all Leadership Team Members in all daily functions and/or activities needed Actively collaborate with internal and external departments to resolve issues; Make suggestions to improve existing processes, efficiency and consistency to improve performance of the department

Requirements

Graduate Bachelor's degree program, technical vocational training or equivalent combination of experience and education; Normally requires not less than one (1) year directly related experience; Excellent written and verbal communication skills; Proficient computer skills; Fluency in English; Professional demeanor; Excellent attention to detail to ensure accurate information is provided; Work well in a team environment; Ability to prioritize tasks and manage time effectively; Sense of urgency; Work schedule flexibility. 24/7 company may require afterhours including holiday and weekend if necessary