Transcon Customer Service Agent
Job Description
Mastery of customers' standard operating procedures (SOP).
Understanding department process flow and identifying best practices to enhance operational efficiency and productivity.
Collaborating with management.
Monitoring shipments in transit (Outbound Workflow, etc.) daily to ensure:
- Data integrity for events and references (APR, APT/XDD, RDL, SHI, SHR, etc.) is updated properly.
- Customers' shipments are delivered according to Key Performance Indicators (KPIs), RDLs, and SOPs.
- Exceptions are managed and resolved promptly.
Effective and timely communication with customers, Expeditors offices worldwide, and colleagues via high-volume email, phone, instant message, and in-person interactions.
Status reports sent out daily to customers.
Notation of delays with reasons for delay.
Escalation of issues to management when necessary.
Qualifications
- Knowledge of the Chicagoland area.
- Six months to one-year related experience in domestic operations.
- Preferred industry knowledge in operations.
- Excellent oral and written communication skills.
- A proven track record of providing exceptional customer service at all levels.
- Strong organizational and time management skills, along with a professional attitude.
- Great attitude and background based on positive feedback from customers and coworkers.
- Strong Microsoft Office skills, including Excel, PowerPoint, and OneNote.
Culture
Proactively promoting the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
Additional Information
Expeditors offers:
- Paid vacation, holiday, and sick time.
- Health plan: Medical, Life Insurance.
- Employee Stock Purchase Plan.
- Training and personnel development program.
- Growth opportunities within the company.
- Employee referral program.
- Bonus.