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Air Cargo Customer Service Agent -Mercury 215

Date: Sep 1, 2022

Location: LOS ANGELES, California, US

Company: Worldwide Flight Services, Inc.

Job Summary: 


Responsible to greet and assist customers and ensure proper documentation and communication, internally and externally, for import operations. 


Duties and Responsibilities: 


  • Prepare documentation prior to flight arrival or flight departure, review, organize, make copies and distribute accordingly. 
  • Coordinate check-in with warehouse personnel.
  • Travel to Airport Operational Area (AOA) to meet flight upon arrival or departure of flight to retrieve or drop off flight documents.
  • Notify Broker or Freight Forwarder on the Master Airway Bill (MAWB) of shipment’s arrival at warehouse facility. 
  • Notify shippers when shippers when shipments are placed on hold.
  • Provide assistance to customers arriving to retrieve their documents and freight.
  • Collect and secure the appropriate charges and document method of payment.
  • Process “Customs Out” (proof of delivery) for every transaction before the customer’s departure.
  • Assist in completion of MAWBS for over-the-counter shipments.
  • Confirm all bookings are accepted
  • Confirm Transportation Security Administration (TSA) mandatory screening.
  • Confirm Dangerous Goods have been checked within aircraft limits.
  • Data capture AWB information into airline system(s).
  • Manifest flight based on information received from the warehouse.
  • Print flight manifest, cargo pallet message, deadload and NOTOC and deliver to the aircraft.
  • Verify post flight inventory with documents on hand.
  • File maintenance of all pertinent documents and records.
  • Prepare various reports (Irregularity Report, Weekly Import and/or Export Statistics)
  • Follow specific procedure for Dangerous Goods shipments when received, including procedure when Dangerous Goods are abandoned by consignee.
  • Answer telephone and respond to incoming calls and emails.
  • Demonstrate diligence required to maintain security under the Airport Police, TSA and United States Customs/Border Protection (USCBP) Regulations. You will challenge any and all persons not displaying an airport I.D. badge within a warehouse or the AOA.
  • Maintain records and appointments necessary for employment on the airport such as: airport badge appointments, USCBP interviews or other government required meetings. 
  • Successfully complete and pass all assigned training as required by WFS and regulatory agencies in order to perform assigned tasks.
  • Keep workstation clean and organized.


Minimum Requirements:


  • High school diploma or GED preferred
  • Must have a valid driver's license 
  • Must be at least 18 years of age if the position requires driving cargo handling equipment    
  • Ability to work rotating shifts including nights, weekends (i.e. Friday, Saturday, and Sunday), and holidays. 
  • Ability to read, write, fluently speak and understand the English language


Physical Demands/Working Environment:


  • Must be able to lift up to 50 lbs.
  • Tolerate moderate to loud levels of noise within the work environment
  • Stand and remain standing for periods up to 3 hours without sitting
  • Demonstrate daily a fitness for obligation without impairment due to illegal drugs, sleep deprivation, medication, or alcohol
  • May be required to work all of the following: irregular hours and/or shifts, including split-shifts; holidays and weekends; overtime; and extended hours.


Knowledge, Skills & Abilities (Desired):


  • Typing skills with ability to type a minimum of 35 wpm.
  • English proficiency (e.g., reading, writing, speaking, listening)
  • Mental abilities (e.g., visual observation and identification, mental rotation)
  • Interpersonal skills (e.g., customer service, dependability)
  • Work values (e.g., responsibility, honesty, integrity)
  • Knowledge of basic arithmetic and mathematics
  • Comprehension of airway bill import procedures and government regulations
  • Attention to detail and organization skills
  • Ability to follow instructions from supervisor or lead agent
  • Ability to work as an effective team member
  • Ability to obtain U.S. Customs seal and license to drive on Airport Operational Area (AOA).
  • Office skills including file maintenance, basic computer knowledge, answering telephone quickly and ability to multi-task.