Ocean Export Customer Service

Scope of Position

Ensure timely and accurate movement of freight and information while providing exceptional customer service within the Ocean Export Department.

Major Duties and Responsibilities

Customer Interaction

• Respond promptly to customer enquiries via telephone email or in person.
• Provide accurate information regarding products services and company policies.
• Handle complaints and resolve issues professionally and in a timely manner.

Problem Resolution

• Investigate and troubleshoot customer problems.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure a satisfactory resolution.

Order & Account Management

• Update customer accounts and maintain accurate records.
• Verify billing and payment details when required.

Communication & Documentation

• Prepare reports on recurring issues and customer feedback.
• Communicate updates and solutions clearly to customers.

Product & Service Knowledge

• Assist customers with product selection and usage guidance.
• Provide technical support or liaise with technical teams when needed.

Quality & Performance

• Ensure compliance with company policies and industry regulations.
• Participate in training sessions to improve skills and knowledge.

Team Collaboration

• Work closely with sales logistics and other departments to resolve customer issues.
• Share insights and feedback to improve processes and overall customer experience.

Expeditors Core Competencies

• 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).

• 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.

• 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 Humour 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.

Product Agent Core Competencies

• 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.

Skills:

• Effective interpersonal skills including proven abilities to listen comprehend effectively communicate clearly and concisely to obtain positive results.
• Pro-active strong organizational skills.
• Good Microsoft Office skills (Excel Word etc.).

Qualifications :

• Global logistics industry knowledge
• Good computer skills (e.g. MS Excel MS Word)
• Customer Service experience 

Additional Information :

Must be eligible to work in the UK

Expeditors offers excellent benefits

• Private Medical Insurance
• Pension Scheme
• Life Assurance
• Bike to work scheme
• Employee Stock Purchase Plan 
• Training and Personnel Development Programme

Remote Work :

No

Employment Type :

Full-time