Customer Service Agent (Onsite at Customer)

Job Description

Major Duties and Responsibilities

• Ensure smooth and timely shipment process flow
• Achieve accuracy and timeliness in data entry into our operational system based on defined metrics
• Track and trace shipments
• Provide proactive and clear communication to internal and external customers
• Achieve accuracy and timeliness in client billing, including dispute resolution
• Understand customer expectations to ensure all SOP and KPIs are met
• Achieve compliance with company policies and external regulations
• Complete cross training to support team coverage
• Professionally represent Expeditors to our customers, service providers, and government agencies
• Provide exceptional customer service to both external and internal customers
• Ensure accurate and timely data entry into our operational system
• Communicate with domestic customers and their offices
• Comply with customer requirements and procedures
• Prepare and process documentation
• Comply with all U.S. regulations
• Update shipment information in Expeditors systems
• Review documents for compliance
• Invoice customer accurately and timely for provided services
• Develop and maintain effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
• Achieve proficiency in warehouse/distribution center operations - shipping, receiving, inventory control
• Achieve proficiency in customer service
• Complete and pass training courses
• Develop strong organizational skills
• Work well in a team environment
• Develop good computer skills (Excel, Word, PowerPoint)
• Fluent in English
• Achieve authorization to work in the United States
• Achieve a STA clearance

Expectations

Continually identify areas to improve efficiency

Embrace and adopt technology to optimize their ability to complete their work

Achieve a standard of 52 hours training per year, including all mandatory trainings

Drive and develop customer relationship in order to exceed their expectations

Have a sense of urgency, be willing to help by offering solutions

Schedule

Shift: Thursday – Monday, 6pm to 3am

Qualifications

• Proficient with various software applications (i.e. MS Office, Lotus Notes)
• Typing - 30 wpm and 10-key by touch
• Able to identify opportunities for improvement, suggest such opportunity to management and develop the procedure necessary to implement
• Obtain and maintain DG Certification
• Easily adapt to change and function efficiently in a high stress environment
• Obtain and maintain compliance certifications required to perform required duties
• An intimate understanding of Export Compliance
• General Airline/Logistics Knowledge
• Achieve a STA clearance

Benefits

• Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
• Holidays (10)
• Flexible Days (2)
• Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
• 401(k) Retirement Savings Plan with employer match
• Employee Stock Purchase Plan (ESPP)
• Medical, Prescription Drug, Dental & Vision Coverage
• Health Savings Account (HSA)
• Life and Disability Insurance
• Paid Parental Leave (additional eligibility criteria)
• Dependent Care Flexible Spending Account (DC FSA)
• Commuter Benefit
• Employee Assistance Program (EAP)
• Learning & Development Program
• Education Assistance and Reimbursement