Order Management Lead Agent

Company Description

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and 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. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!

Job Description

Task and Duties

• Ensure smooth and timely shipment process flow
• Ensure all customers standard operating procedures are followed as per the SOP
• Ensure accurate and timely data entry into our operating system
• Monitor 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 entry
• Build and maintaining strong relationships with customers
• Assist 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 CRM
• Monitor 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 team
• Allocate 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/marker 
• Functions 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, Resolut