Order Management Lead Agent

Task and Duties

• Ensure smooth and timely shipment process flow
• Ensure all customers standard operating procedures are followed as per the SOP
• Ensure accurate and timely data entry into our operating system
• Monitor shipment reports to ensure total customer satisfaction

Support the Supervisor in the following areas:

• Allocating workloads monitoring workboards to ensure internal KPIs are met e.g. timely data entry
• Build and maintaining strong relationships with customers
• Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.
• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM
• Monitor invoicing and BNP report where needed.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
• Promote productivity tools within the team (e.g. using workboard invoice processing expo )
• Be continuously open and positive to implementing new system changes and enhancements with your team

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role

• Use of standard office equipment - computer with keyboard and mouse phone fax/copy/scan machine etc.  
• Write with pencil/pen/marker 
• Functions performed primarily while seated at desk

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.

• 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.

• Business Development (Lead Branch Product)

  Assists department leadership with department growth through involvement in sales transition and implementation and retention programs. Understand and execute upon all mutually agreed upon customer expectations metrics procedures and instructions. Provides excellent internal and external customer service. Builds good relationships with customers. Supports local customer retention and development program efforts.

   

• Employee Development (Lead All)

• In conjunction with department leadership properly on-boards team members and ensures team members have clear expectations. Provides frequent feedback that is timely accurate and honest. Participates in regular one-on ones and annual reviews for employees. Works with department leadership to create a team environment of continuous training and development. Manages workload. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team including company culture internal policies and government regulations. Promotes employee engagement and team visionjOB-SEPCIFIC commitment and trust. Develops a #2.

   

• Financial Excellence (Lead Branch Product)

• Assist department leadership with analyzing financial transactions related to both revenue and cost for accuracy and timeliness.

   

• Operational Excellence (Lead Branch Product)

• In conjunction with department leadership monitors and improves product District Excellence and Global Business Operations metrics tied to their service. Consistently meets departments operational standards Develops a high level of operational proficiency in process systems and tools. Works with team to achieve a high levels of consistency.

Qualifications :

• Expeditors company policies and procedures knowledge
• A good understanding of Expeditors products services and systems
• Good market and product knowledge
• Hazardous Materials certification (preferred)
• Meet company standards of 52 hours training per year including as needed management/leadership training
• 2 years of industry specific qualification (country specific)

• Customer focus
• Expeditors applications and system knowledge

Additional Information :

Expeditors offers excellent benefits:

• Paid Vacation Holiday Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Remote Work :

No

Employment Type :

Full-time