Job Description

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 dashboards
• Manage high volume inbox and anticipate customer needs
• Use 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 findings
• Understand, communicate, and execute on customer expectations on a daily basis
• Assist in creating and maintaining customer SOPs to align with their expectation
• Drive customer engagement with Expeditors’ tools, systems, and dashboards and provide technical assistance to customers as needed

Finances:

• Accurate and timely billing of customers and vendors.
• Make sure department deadlines are being met in a timely manner.
• Monitor finance reports
• Manage intercompany accounting discrepancies

Sales:

• Work in conjunction with manager to develop retention and value add strategies for all customers
• Leverage and implement Expeditors’ current reporting tools and value add solutions as well as develop and innovate new tools and solutions
• Break into customers’ organizational structure at all levels in order to develop relationships beyond the main point of contact at all locations
• Attendance where possible on the road with Account Management
• Assist 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.

Qualifications

• Six months to one year related experience and/or training; or equivalent combination of education and experience
• Operations/Industry Knowledge preferred
• Strong project management skills
• Effective problem solving and strong analytical skills
• Excellent 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 attitude
• Expert in Microsoft Excel and PowerBI or ability to become an expert

Additional Information

Expeditors offers excellent benefits

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical, Prescription Drug, Dental and Vision
• Life 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.