Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

18,000 trained professionals300+ locations worldwideFortune 500Globally unified systems

Job Description

Assist Supervisor with all aspects of the operation while ensuring the proper and timely movement of freight, while providing an exceptional Customer service.  

Receive documentsEnsure smooth and timely shipment process flowEnsure all customers standard operating procedures are followed as per the SOPInteract with customers in arranging their shipments, meeting customer service standardsEnsure accurate and timely data entry into our operating systemMonitor shipment reports to ensure total customer satisfaction

Support the Supervisor in the following areas:

Allocating workloads, monitoring workboards to ensure internal KPI’s are met e.g. timely data entryBuild and maintaining strong relationships with customersAssist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.Assist in retention calls and complete customer reviews with your regular customers to document in the CRMMonitor invoicing and BNP report where needed.Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the teamEnsure team meets company standards of 52 hours training per year per employeeAllocate workloads within team to ensure smooth operations during peak activity or staff absence.Promote productivity tools within the team (e.g. using workboard, invoice processing, expo )Be continuously open and positive to implementing new system changes and enhancements with your team

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role.

Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.  Write with pencil/pen/markerFunctions performed primarily while seated at desk 

Expeditors Key Performance Expectations

Exceptional Customer Service:

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).

Reliability:

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

Collaboration:

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.

Communication:

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.

Culture:

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

Personal Growth and Development:

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.

Product Agent Job-Specific Performance Expectations

Job Execution:

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.

Timely and Accurate Shipment Processing

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 the company's procedures.

Timely and Accurate Data Entry

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.

Timely and Accurate Billing and Accounting

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.

 

Product Lead Agent Job-Specific Performance Expectations

 

Business Development (Lead, Branch Product)

Assists department leadership with department growth through involvement in sales, transition and implementation, and retention programs. Understand and execute upon all mutually agreed upon customer expectations, metrics, procedures and instructions. Provides excellent internal and external customer service. Builds good relationships with customers. Supports local customer retention and development program efforts.

 

Employee Development (Lead, All)

In conjunction with department leadership, properly on-boards team members and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate and honest. Participates in regular one-on ones and annual reviews for employees. Works with department leadership to create a team environment of continuous training and development. Manages workload. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2.

 

Financial Excellence (Lead, Branch Product)

Assist department leadership with analyzing financial transactions related to both revenue and cost for accuracy and timeliness.

 

Operational Excellence (Lead, Branch Product)

In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics tied to their service. Consistently meets department's operational standards, Develops a high level of operational proficiency in process, systems and tools. Works with team to achieve a high level of consistency.

 

QualificationsExpeditors company policies and procedures knowledgeA good understanding of Expeditors’ products, services and systemsGood market and product knowledgeHazardous Materials certification (preferred)Meet company standards of 52 hours training per year, including as needed management/leadership training2 years of industry specific qualification (country specific)Customer focusExpeditors’ applications and system knowledgeSoftware proficiency, especially Microsoft Office (Excel, Word etc.).Written and verbal communication skills; English proficiencyEffective interpersonal skills, including listening, providing feedback, and teamworkProblem solvingProcess improvementProactive, strong organizational skills; time managementSelf-reflecting and open to feedbackInitiative and ability to work in autonomyReinforcing company culture

Proven leadership attitude and background; building team environment

Additional Information

Expeditors offers excellent benefits

Paid Vacation, Holiday, Sick TimeHealth Plan: Medical, Prescription Drug, Dental and VisionLife and Long Term Disability Insurance401(k) Retirement Savings PlanEmployee Stock Purchase PlanTraining and Personnel Development Program

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