Agent Customer Service - Global Network Management Center

Our team are experts in our Customers SOPs and supply chain can provide detailed updates on their high visibility shipments moving withing the Expeditors network.  Provides customers with a central point of contact. This central point of contact is dedicated to providing a customer service functions includes communication shipment oversight(critical) bookings and escalations.

Responsibilities and Tasks

• Customer Communication: professional and timely response to customer and network inquires. 
• Shipment oversight: Ensuring the shipments move and are deliver according to customer SOP & KPIs on relevant milestones.
• Subject Matter of Expert: using reporting dashboards and other tools to manage in-transit shipments and provide our customers network visibility with a sense of urgency mindset. 

Expectations

• Job Execution:

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations.

• Timely and Accurate Shipment Processing

Ensures smooth and timely freight process flow according to Expeditors operational procedures. Follows customers standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards as per companys procedures.

• Timely and Accurate Data Entry

Ensures accurate and timely data entry into our operational systems according to Expeditors operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.

• Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Expeditors Key Performance Expectations

• Exceptional Customer Service:

Exceeds customer expectations by anticipating understanding and meeting needs. Is proactive and when issues arise is timely and resolute in solving problems including escalating to management when necessary. Builds rapport and exhibits empathy during interactions and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers service providers) and internally (other Expeditors offices/employees).

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized manages own time effectively and can prioritize.

• Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing without request to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

• Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner both internally and externally. Provides relevant and timely information to co-workers customers and service providers.  Answers phone calls and responds to voicemails emails and other communication according to Expeditors standards.

• Culture:

Exhibits and promotes the companys 10 cultural attributes: Appearance Attitude Confidence Curiosity Excellence Integrity Pride Resolute Sense of Humor and Visionary. 

• Personal Growth and Development:

Participates in training within the companys guidelines completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self including participating in a development plan as appropriate.

Qualifications :

• Fluent in English 
• Ability to present and communicate your work to diverse audiences including but not limited to stakeholders team members and decision-makers .
• One year of work experience in Customer Service logistics freight forwarding or related field  
• Qualifications in supply chain management or logistics (Desire)
  • IATA/FIATA 
  • Brokers License 

University/Specialist Certifications 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Expeditors offers excellent benefits:

• Meal Tickets
• Medical Health Plan
• Life & Accidents Insurance
• Day off for your Birthday
• Extra vacation days based on tenure
• Free shuttle service from/to Aviatorilor Metro station
• Employee Stock Purchase Plan
• Employee Referral Program Bonus
• Training and Personnel Development Program
• LinkedIn Learning free access
• Growth opportunities within the company

Remote Work :

No

Employment Type :

Full-time