Reservations & Customer Service Coordinator, Polar

Work Location: Tokyo

This position will be responsible for coordinating all sales & reservations related matters with the customer & the sales team of the territory.

• Identify, contact customers and book cargo to fill flights.
• Understand and manage contents in Cargo Booking Advice (CBA) sufficiently.
• Identify and communicate problems in freight allocation and pallet build-up to terminal services and/or manage and ensure solution.
• Identify, research and resolve customer service issues and/ or ensure resolution.
• Track and Trace on-forwarding cargo and follow up irregularity.
• Research local claims and provide documentation to corporate customer service.
• Respond to customers’ questions, problems, requests and/or complaints.
• Assist sales by cross selling, upgrading and increasing existing customer and selling new accounts use of Polar Air Cargo Worldwide Network.
• Verify offered rate to customers in CBA and work with Flight Revenue Analysis team (FRA) if there is any discrepancy.
• Create an environment that encourages teamwork by informing Manager, Reservations & Customer service unique or difficult situations.
• Assist and communicate with Manager, Reservations & Customer Service in identification of department’s potential and on-going basis.
• Take care of DHLE/Interline/Import customers like export customers, as they are also important customers within PO network.
• Perform other duties as assigned.

• Bachelor’s Degree or equivalent relevant experience
• A minimum of 3 years of air cargo industry experience is preferable.
• High degree of decision making skills and stress resistance.
• Ability to manage complex situations under time pressure.
• Strong analytical skills.
• Good communication skills.
• Excellent spoken and written Japanese and English

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