Agent Customer Service - Global Network Management Center

Job Description

Our team, are experts in our Customers SOP´s 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 & KPI´s, 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

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.

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

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.

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

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).

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

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.

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.

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

Participates in training within the company’s 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

University / Specialist Certifications