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Air Cargo Customer Service Agent - SFO 202

Date: Sep 23, 2022

Location: SAN FRANCISCO, 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. 





Free medical insurance for employee and family, free employee parking, shift differential, employee uniform provided.


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.