Lead Agent Customer Service & Reporting Specialist

The Account Operations & Reporting Specialist will support the management of Global account by overseeing operational performance providing reporting and insights and ensuring a high level of customer experience. This role works closely with internal operations teams and the customer to ensure smooth execution and continuous service improvement.

Position Reports To: Manager - Order Management. 

Key Responsibilities

1. Customer Experience:

• Support Monthly and Quarterly Business Reviews with the customer.
• Assist in implementing customer strategic initiatives and operational improvements.
• Coordinate with internal teams to ensure service expectations are met.
• Share market updates best practices and improvement opportunities with stakeholders.
• Support customer visits and operational meetings when required. 

2. Reporting & Data Analysis:

• Prepare operational reports and dashboards for customer and internal management.
• Ensure data accuracy validation and consistency across reporting platforms.
• Analyze operational data to identify trends issues and improvement opportunities.
• Provide insights and recommendations based on data analysis. 

3. Operational Oversight:

• Monitor shipment execution and operational performance .
• Coordinate with carriers regarding space equipment availability and operational issues.
• Monitor potential disruptions such as port congestion or vendor production delays.
• Support operational huddles and provide updates on shipment status and risk areas.
• Coordinate with internal teams to resolve operational issues impacting customers purchasing order (PO)

Key Competencies

• Customer focus
• Analytical thinking
• Problem solving
• Communication and coordination
• Operational knowledge in international logistics

Qualifications :

• Universitys degree in Logistics Supply Chain Business Administration or related field.
• 35 years experience in logistics ocean operations or supply chain management.
• Experience handling key accounts or US retailers is preferred.
• Strong analytical and reporting skills (Excel Power BI or similar tools preferred).
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Additional Information :

Our working conditions
Streamlined structures fast decision making processes attractive and innovative workplaces own training centers and great team spirit.

We focus on organic growth of our people and customers. Promotion from within and high retention of our employees and customers are essential to our success as a service and knowledge based organization.

Behaviours:

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

Package: Expeditors offers excellent benefits

• Includes base salary 13th month salary and attractive bonus. The range will vary depending on the candidates experience and is negotiable.
• Annual Leave
• Health Plan: Medical Package
•  Accident Insurance
• Social Health and Unemployment Insurance
• Mobile phone allowance company car Grab account
• Training and Personnel Development Program

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

Remote Work :

No

Employment Type :

Full-time