Lead Agent Transcon, Customer Service

Major Duties and Responsibilities

• Receive documents
• Ensure smooth and timely shipment process flow
• Ensure all customers standard operating procedures are followed as per the SOP
• Interact with customers in arranging their shipments meeting customer service standards
• Ensure accurate and timely data entry into our operating system
• Monitor shipment reports to ensure total customer satisfaction
• 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
• 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

Qualifications :

• 1 year of industry specific qualification
• Effective interpersonal skills including proven abilities to listen comprehend effectively communicate clearly and concisely to obtain positive results
• Pro-active strong organizational skills
• Good computer skills (Excel Word)
• Fluent in English

Additional Information :

Expeditors offers excellent benefits:

• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company

Remote Work :

No

Employment Type :

Full-time