Customer Service (China Southern Airlines) Job at Alliance Ground International

Overview

Office Agents are responsible for helping customers during the shipping process by coordinating shipping details, completing compliance documentation, and providing customer service.

Alliance Ground International (AGI) is a ground handling company serving 100+ airlines in 61 airports across the U.S. and Canada with over 12,000 team members. We support more than 1.5B kilos and over 400K departures, and we are committed to safety and high-quality service.

Job responsibilities

• Convey shipping instructions to the customer services counter.
• Retrieve import documents and deliver export documents to and from aircraft.
• Accept cargo in accordance with applicable TSA, FAA, Government and Air Carrier rules and regulations.
• Accept dangerous goods in accordance with all applicable FAA Regulations, IATA Dangerous Goods Regulations, etc.
• Release imported international freight upon review of CBP clearances and authorizations.
• Collect air freight charges.
• Handle phone calls from customers in a professional and courteous manner.
• Report all documentation discrepancies to Office Lead and assist with resolving issues as directed.
• Complete paperwork and forms connected with work assignments pertaining to procedures and enter data into the company's information system as required, including international cargo documents handling and freight transfer manifest preparation.
• Follow company procedures and protocols to ensure safe and responsible operations.
• Complete all required training as directed by the company, airport governing authority, or customer.
• Be punctual, prepared, and safety-conscious; be willing to work flexible hours, including nights, weekends, and holidays.

Safety, Security and Compliance

• Take reasonable care for health, wellbeing, safety, and security of themselves and others affected by their actions.
• Cooperate with managers to comply with legal requirements imposed on the company.
• Avoid intentional or reckless interference with company-provided safety, security, or welfare resources.
• Inform management of any work situation, equipment, or activity posing a serious or immediate danger.
• Report hazards, near misses, incidents, accidents, or dangerous occurrences as per company and carrier procedures.
• Follow information and training provisions and applicable health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend required training courses.

Physical requirements

• Must be able to lift/carry/push/pull and move items up to 70 pounds (32 kg) regularly and repetitively lift 40–50 pounds on raised surfaces.
• Must be able to be alerted to moving vehicles or aircraft and use radio equipment to communicate with crew and airport authorities.
• Must be able to work around jet and machinery noises in a warehouse environment.

Knowledge, Skills & Abilities

• Good communication skills: effective verbal and written English communication with customers, office agents, and warehouse staff.
• Computer skills: intermediate computer skills with working knowledge of Microsoft Office.
• Basic math skills: ability to perform payment calculations.
• Problem-solving skills: troubleshoot issues during loading/unloading, focus on detail, and resolve customer concerns.
• Time management: manage time effectively in a fast-paced environment and multitask.

Qualifications

• Be at least 18 years old with a high school diploma, GED, or equivalent work experience.
• Possess a valid driver’s license with a clean driving record.
• Authorized to work in the United States or Canada as defined by applicable laws and regulations.
• Must complete ramp and SIDA training to obtain airport authority identification security.
• If required by customer or role, be able to secure a Customs Seal through the respective governing agency.
• Preferred: One+ year of Cargo Agent experience.
• Bilingual - Mandarin or Cantonese speaking preferred

Schedule of hours

AGI requires flexibility in schedules to meet operational demands such as flight delays, cancellations, and ad hoc tasks. Strict adherence to attendance policies is expected.

Benefits

AGI offers a comprehensive benefits package for all employees, including paid vacation and medical/dental/vision for full-time qualified employees and medical coverage for part-time employees. Benefits also include free uniforms and on-the-job training, a company-matched 401(k), employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises.

The successful AGI team member brings energy, enthusiasm, respect for the team, and a strong commitment to safety.

EEO statement: Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. AGI provides equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.