About this role
Scope of Position:
The role of a Customer Service Agent is to identify and understand our customer's transportation needs. Your main responsibilities will include receiving, booking and scheduling transportation orders to ensure timely and accurate movement of freight and information. To be successful in this role one must be customer focused, should be able to think creatively about problems and overcoming them, and should have excellent interpersonal skills while delivering exceptional customer service to our customers.
Major Duties and Responsibilities:
Prepare, handle, and process documentation, including house and master air waybills, commercial documents and customs/regulatory documentsUpdate shipment information it a timely and accurate manner into our operating systemTimely freight dispatch to avoid disruptions in customer's supply chain Communicate effectively and timely with customers, vendors, and internal Expeditors network through high volume of email, phone, instant message, and in personReview and monitor reports to understand individual performance, impact and opportunities for developmentAccurately execute invoicing based on established customer SOP's, rate shells and Tariffs Contribute to maintaining strong vendor relationships- airlines, trucking companies and othersMaintain compliance standards at all times- including internal policies and procedures, external government regulations and customer requirementsMeet key performance indicators in support of department, branch, product and company goalsDesire to understand overall department process flow and constantly seek opportunities for improved efficienciesEscalate problems or decisions to Management based on established guidelines and procedures when necessary
Minimum Qualifications:
High School Diploma Excellent customer service skills; friendly, courteous, empathetic and helpfulEffective interpersonal skills, including proven abilities to listen, comprehend, communicate clearly and concisely to obtain positive resultsStrong attention to detail and organizational skills Proven desire to learn and expand knowledge base Sense of urgency around all aspects of customer service Emotional resilience, can withstand stressWork effectively and productively with others Proficient computer skills, including Microsoft Office products (Outlook, Excel, Word, PowerPoint)Fluent in EnglishDesired Qualifications:
Bachelor's degree One year of work experience in a customer service related role Expeditors offers excellent benefits:
Paid Vacation, Holiday, Sick TimeHealth Plan: MedicalLife InsuranceEmployee Stock Purchase PlanTraining and Personnel Development ProgramGrowth opportunities within the companyEmployee Referral Program Bonus