Job Details

Customer Service Agent

Northern Air Cargo is a part of the Saltchuk Aviation Family of Companies. Our mission is to provide safe, reliable aviation services to our customers and create an environment where employees can build long-term careers. We proudly serve customers in Alaska and Hawaii.

The Customer Service Agent is a vital part of our team, responsible for maintaining excellent customer relationships by providing prompt, accurate, and courteous service. You will be the main point of contact for customer inquiries, coordinating logistics, resolving issues, and tracking cargo to ensure customer needs are met and deadlines are a priority.

As a Customer Service Agent, you will be responsible for a variety of tasks that ensure smooth operations and customer satisfaction.

• Customer Interaction: Greet customers appropriately, provide information, and answer incoming calls.
• Sales and Logistics: Sell Northern Air Cargo services in person and over the phone, quote rates, execute air bills, and arrange for freight pick-up or delivery.
• Problem Resolution: Research and resolve customer issues and questions, ensuring they are informed of applicable policies and regulations related to their shipments.
• Documentation and Accuracy: Ensure freight is properly described, perform self-audits on documents, and handle various payment methods, including cash, credit cards, and customer accounts.
• Administrative Support: Use Microsoft Word, Excel, and SharePoint, perform database management in JetStream, and maintain a clean, safe work area.
• Team Collaboration: Keep the sales team updated with relevant customer information.

To succeed in this role, you must be able to perform each essential duty effectively. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform these functions.

Education: A high school diploma or equivalent is required.

• Six months of related experience or training is required.
• You must be able to interact well with customers and present a friendly, professional image.
• This role requires strong attention to detail and a high level of computer literacy.
• You must be a self-starter who is highly proficient at multitasking and can work under flexible customer service demands.
• The ability to type accurately and use a ten key is essential.
• You should be proficient in basic mathematics, including the ability to add, subtract, multiply, and divide whole numbers and decimals.
• You must also be able to compute rates, ratios, and percentages.
• Regular attendance and the ability to work shifts are required.
• You must be able to pass a pre-employment drug test, background check, and receive TSA clearance to work in a secure area.

Language and Communication Skills: The ability to read and comprehend instructions, correspondence, and memos is a must. You should be able to follow both written and verbal instructions. This role requires the ability to write routine business correspondence. You must be able to effectively communicate information one-on-one and in small groups to customers, clients, and coworkers, in person and over the telephone.

Physical Demands: This position requires you to regularly sit, speak, and listen. You will occasionally be required to stand, walk, and lift or move up to 25 pounds. The job also requires specific vision abilities, including close vision.

This description is intended to provide a representative summary of the primary responsibilities and results expected from this role. It is not an exhaustive list of all skills, efforts, or working conditions. Incumbents may be required to perform other job-related tasks as assigned.

Northern Air Cargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. If you are an individual with a disability needing assistance with the application process, please email ...@nac.aero.