Lead Agent - Air Export, Customer Service

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!

Scope of Position

Assist Manager and Supervisor with all aspects of the Air Export Department, while ensuring the proper and timely movement of freight, while providing exceptional customer service.

Major Duties and Responsibilities

Operations

• Ensure smooth and timely freight process flow
• Prepare various documents for international transportation
• Coordinate and negotiate rates with our contracted vendors in procuring space and services
• Ensure accurate and timely client and vendors billing
• Ensure accurate and timely data entry into our operating system
• Interact with our customers in arranging their international export shipments, meeting customer service standards
• Meet 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
• Understand department process flow, constantly looking for areas of improved efficiency
• Ensure all customers standard operating procedures are followed as per the DLSOP
• Work with the team on meeting KPI standards, as per the company's procedures
• Monitor shipment reports to ensure total customer satisfaction
• Overseas communications

Support the supervisor in the following areas:

• Daily review operational reports and work with team on updating event codes
• Audit files and work with the team on meeting operating process standards
• Build and maintaining strong relationships with vendors (airlines, trucking companies, and others) and customers
• Evaluate vendors at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans where needed

Finances

• Proactively work to maintain and monitor accounts payment within 30 days
• Ensure company credit procedures are followed and utilized effectively
• Accurate and timely billing of vendors and resolve accounting issues
• Monitor accounts payable to vendors (airlines, truckers etc.) utilizing BNP report
• Monitor intercompany accounting discrepancies via AJAX report

Sales / Retention

• 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
• Participate to the transition of new business/ updates to existing business
• Assist in retention calls and complete customer reviews with your regular customers to document in the CRS

People

• Identify with manager / supervisor, develop, and mentor your No. 2
• Support the supervisor where needed
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence
• Be a guide for the team - mentor agents
• Ensure team meets company standards of 52 hours training per year per employee
• Follow-up new hires training as per the company requirement standards
• Periodically communicate department goals and expectations with team to ensure buy-in and accountability

Systems

• Promote productivity tools (e.g. using edoc and edoc treeview, export database, process management)
• Be open to implementing new system changes and enhancements with your team?
• Be involved and suggest system/process improvements
• Set the tone of this environment within your team

Culture

• Proactively promote the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

• 2 years of industry specific qualification (country specific)
• Good market and product knowledge
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
• Pro-active, strong organizational skills
• Good computer skills (Excel, Word)
• Hazardous Materials certification (preferred)
• Fluent in English

Reporting Structure

• Air Export Supervisor and Manager

Expeditors offers excellent benefits:

• Health Plan: Medical
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company