About this role
To create a best in class Order Management customer experience through coordinated efforts with the OM manager, operations, and account management. By understanding the customer’s business, needs, and expectations the Order Management Agent will maintain day-to-day operations, execute on retention strategy, and cultivate relationships with customers.
Major Duties and Responsibilities
Operations:
Maintain an exceptional customer experience through proactive, solution-based customer service Perform active exception management according to our business and customer KPIs using current customer and product dashboardsManage high volume inbox and anticipate customer needsUse creativity and technical skills to analyze customer data, identify trends within the data, and develop strategies to improve the customer’s supply chain based on these findingsUnderstand, communicate, and execute on customer expectations on a daily basisAssist in creating and maintaining customer SOPs to align with their expectationDrive customer engagement with Expeditors’ tools, systems, and dashboards and provide technical assistance to customers as neededFinances:
Accurate and timely billing of customers and vendors. Make sure department deadlines are being met in a timely manner.Monitor finance reportsManage intercompany accounting discrepanciesSales:
Work in conjunction with manager to develop retention and value add strategies for all customersLeverage and implement Expeditors’ current reporting tools and value add solutions as well as develop and innovate new tools and solutionsBreak into customers’ organizational structure at all levels in order to develop relationships beyond the main point of contact at all locationsAttendance where possible on the road with Account ManagementAssist manager to respond to requests for proposal, quotation or information timely.Take an active role in the transition of new business / updates to existing business.Systems:
Be open to implementing new system changes and enhancements into your branch.Be involved and suggest system/process improvements. Data entry into our proprietary operating system. Monitor shipment reports to ensure total customer satisfaction. Six months to one year related experience and/or training; or equivalent combination of education and experienceOperations/Industry Knowledge preferredStrong project management skillsEffective problem solving and strong analytical skillsExcellent oral and written communication skills.A proven history of providing exceptional customer service at all levels.Excellent organizational skills, time management skills in addition to a professional attitudeExpert in Microsoft Excel and PowerBI or ability to become an expert
Expeditors offers excellent benefits
Paid Vacation, Holiday, Sick Time Health Plan: Medical, Prescription Drug, Dental and VisionLife and Long Term Disability Insurance 401(k) Retirement Savings Plan (US only)Employee Stock Purchase Plan Training and Personnel Development Program**This is an entry level position with opportunity for career advancement in the future**
All your information will be kept confidential according to EEO guidelines.
Must be legally authorized to work in the US.