Customer Service Lead, Air Export-Nights - Peabody, United States - Expeditors International

Expeditors International Peabody, United States

2 weeks ago

Description

**Customer Service Lead, Air Export-Nights**

795 Jubilee Dr, Peabody, MA 01960, USA

Full-time

**Company Description**

Were not in the shipping business; were in the information business - Peter Rose, Expeditors Founder

Global supply chain management is what we do, but 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.

15,000 trained professionals

250+ locations worldwide

Fortune 500

Globally unified systems

**Job Description**

**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 companys procedures

Monitor shipment reports to ensure total customer satisfaction

Overseas communications

***Support the supervisor in the following areas:***

Daily review Stat 1 and 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 companys 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

**Qualifications**

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

**Additional Information**

Expeditors offers excellent benefits

Paid Vacation, Holiday, Sick Time

Health Plan: Medical, Prescription Drug, Dental and Vision

Life and Long Term Disability Insurance

401(k) Retirement Savings Plan (US only)

Employee Stock Purchase Plan

Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

**Videos To Watch**

**Job Location**

Customer Service Lead, Air Export-Nights

795 Jubilee Dr, Peabody, MA 01960, USA

Full-time

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