Job Description

SCOPE OF POSITION

Ensure both internal and external clients are receiving an exceptional level of customer service through day-to-day communication on all aspects of the import process.

MAJOR DUTIES AND RESPONSIBILITIES

·         Follow all the policies and procedures of Expeditors

·         Attend team meetings and contribute to discussions to continue driving improvement in all aspects of department functions

·         Manage emails in an organized manner to ensure inboxes are kept up to date and responses are timely

·         Ensure you are meeting deadlines for all KPIs within the Operational Process Standards and lateral deployments

·         Preform daily tasks that include, but are not limited to the following:

-       Manage daily report updates for various customers (i.e. Acushnet, Nora)

-       Work WITH the operations agents to obtain information needed to communicate updates to customers

-       Turn over all files that have been fully tracked, with confirmed arrival information

o    This includes reaching out to customers for brokerage information if unknown at the time of turnover

o    In the instance origin sends customer details on DAP requests, customer service is responsible for establishing those contacts and updating SOP accordingly

-       Manage the dispatch function from appropriate dashboard

o    Monitor for impending storage and work with the operations team to ensure all shipments are made available in a timely manner

-       Troubleshooting and general problem solving via email/phone directly with all customers

-       Manage all communication of delay/damage/exception notifications sent by any party in a proactive manner

-       Create and manage all SOP content and keep operations updated of any changes that may affect their process

·         Provide feedback on process changes during team meetings to ensure the department is upholding the thematic goals

·         Other duties may be assigned as the department navigates through various changes due to customer needs and lateral deployments

FINANCES

·         Ensure that any changes in standard billing requirements on a file are communicated to the operations agent via email, printed to e.doc and updated in the latest file notes

PEOPLE

·         Engage in cross-training when necessary and maintain a constructive attitude when working through challenges

·         Maintain effective and positive communication with operations agents to ensure no separation of duties is visible to any customer

·         Understand that your function is the foundation of providing the level of customer service Import is going to achieve and continually ask yourself “how can I make this better”

·         To self-develop and maintain 52 hours of training a year through use of workbooks, CBTs, instructor-led trainings and cross-trainings mentioned above

SYSTEMS

·         Provide feedback and ideas on how to streamline all processes used in daily tasks

·         Actively manage and work in both department-owned and lateral-mandated work boards until all processes can be effectively managed in one

-       Provide feedback and help develop new improvements

CULTURE

·         Proactively promote the Company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor and Visionary

·         Understand and promote the Customer Service Critical Success Factors regardless of daily tasks

·         Uphold our department Thematic Goals of Customer Service, Efficiency and Innovation in every task completed and be a driving force to improve these daily

Qualifications

·         High School diploma or equivalent

·         Strong verbal and written communication skills; excellent customer service skills

·         The ability to effectively interact with others

·         The ability to troubleshoot and solve problems quickly and effectively

·         Excellent organizational skills, time management skills

·         Professional attitude

·         Must be able to stand or sit for prolonged periods (50% of the time)

·         The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Additional Information

Expeditors offers excellent benefits

• Private Medical insurance
• Life Assurance
• Employee Stock Purchase Plan 
• Training and Personnel Development Program

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