Gateway Agent

Inland Group of Companies•Charlotte, NC

2d•Hybrid

About The Position

Quantem Aviation Services is a premier aircraft handling provider offering cargo warehousing, mail handling, ramp handling, terminal services, and GSE fuel supply and maintenance services. As a Gateway Service Recovery Agent, you will act as an interface between customers, Cargo Sales, Operations, and Cargo Revenue Management as well as actively resolve recovery issues.

Requirements

Ability to speak English
Ability to accurately review and manage complex paperwork with high levels of precision
Proficiency in using computer systems to input and manage shipment data
Excellent verbal and written communication to interact effectively with internal and external stakeholders
Ability to identify and resolve issues related to customs clearance, shipping logistics, and documentation
Customer/Client satisfaction
Understanding of import/export regulations, customs procedures, and international trade terms
GED is required
Completion of IATA lithium battery protocol course
Dynamic individual who is eager to progress
Tenacious, completer finisher with attention to detail and accuracy
Must have working knowledge of Microsoft office package
Strong interpersonal skills and customer care skills
Be able to multitask and prioritize
Proven ability to work well under pressure
Ability to obtain and maintain security clearances required by Local and Federal Regulatory Authorities

Nice To Haves

Dangerous goods knowledge preferred
ASM / GEMS experience an advantage but not essential

Responsibilities

Handles re−accommodations and re−bookings for ExpediteFS and ConfirmedFS products
Communicates over−bookings with Cargo Sales and Cargo Revenue Management
Works directly with other gateway recovery teams and customers to resolve cargo service issues including missing International Paperwork
Monitors the Gateway recovery email inbox and respond appropriately but no more than 2 business hours from the point of contact
Responsible for DEP Failure coding
Act as a point of escalation for any trace related escalations – escalate locally, as needed for resolution
Assists by providing oversight of our partners in roles related to warehouse inventory and reconciliation
Identify and communicate potential operational issues to other work groups and assist with resolution
Work collaboratively with local operations team to implement and adjust as necessary process and procedures to support timely effective customer recovery
Communicates and collaborates with other gateway teams, COC, revenue management and local operations to highlight issues and assist with solutioning
Identifies and communicates operational challenges to local leadership teams (AA and partner); working together to improve on our business processes