Critical Logistics Services Agent - 12/24h shifts

Company Description

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 is to 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

JOB DESCRIPTION:

  The employee will ensure timely and accurate movement of all freight and information, while providing an exceptional customer service within CLS department and will constantly communicate with members of other Expeditors offices, while also offering exceptional support and assistance to our Customer Service departments.

DEPARTMENT: SERVICE CENTER

JOB LEVEL: EXECUTION

MAIN RESPONSIBILITIES:

General

• Understand department process flow, constantly looking for areas of improved efficiency.
• Interact with our customers in arranging their international shipments and Ensure smooth and timely freight process flow
• Be pro-active and finding solutions for our customers, keeping them advised during and after shipment processing and offering alternative solutions where required
• Contribute to maintaining good relationships with suppliers (Airline carriers, trucking companies and others involved).
• Monitor compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies/requirements.
• Ensure all customers standard operating procedures are followed as per the DLSOP
• Follow department process flow, and looking for best practices to improve operational efficiency and productivity
• Create and update DLSOPs
• Escalate issues to Management when necessary, with no delay
• Participate in the transition of new customers if necessary

Order receipt / Quoting

• Receive shipment orders from customers & acknowledge within required timeline
• Prepare, present, and manage pricing/quoting process

Shipment processing

• Execute bookings on behalf of the customer using the appropriate booking tools
• Execute routing of the shipment and update the operational system as needed
• Arrange pickup of the freight, including communication with the service provider, ensuring all information, labels and documents are provided timely and in an accurate manner
• Prepare and edit transport documents and ensure accurate and timely data entry into our operational system
• Prepare and submit export customs documents/declarations using Customs systems Complete DG check list of all DG files prior delivery to the airline
• Complete DG check list of all DG files prior delivery to the airline
• Daily contact with airlines (booking) and trucking companies (for all pickup request)

Follow-up & measurement

• Ensure the follow up of CLS shipments and the delivery once customs cleared

• Maintain communication with destination branches, alert, and handover shipment to the appropriate branch contacts
• Ensure continuous communication with customer and destination offices throughout the entire shipment movement
• Use tracking and visibility tools, execute reporting if any delays with correct event code in our operational system
• Track key performance indicators (KPIs) and ensure visibility with customers
• Prepare dashboards and analyses for evaluations/meetings – quarterly or when needed

Sales:

Support the supervisor/manager:

• Pro-actively provide pricing alternatives, routing solutions and technical assistance to customers
• Respond to requests for proposal, quotation, or information timely and with market competitive pricing matching the scope of service requir