Company Description

 “We’re not in the shipping business; we’re 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.

19,000 trained professionals250+ locations worldwideFortune 500Globally unified systems

Job Description

Scope of Position: 

Ensure timely and accurate movement of freight and information, while providing exceptional customer service and be a competent “go to” person for customers and colleagues.

Key Responsibilities

Billing clients & tracking costs (transportation, staffing, supplies)Able to open/close building & have a flexible work schedule based on business needs.Manage workflow, performance, and SOP of customer accounts.Help to plan staffing requirements based on customer needs.Handle complex issues and design corrective action plans to provide solutions.

Tasks and Duties 
This section lists job-specific tasks and duties that are completed on a regular basis by the employee:

Perform accurate and timely data entry for receiving order allocation, shipping, and inventory management. Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.Ensure accurate and timely client and vendors billing.Seal and unseal trailers.Work with onsite staffing manager for request resources / remove resources (collaborating with Ops Manager or Lead)Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests and posts inventory records. Training new team members and associates on process and procedures.Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary. Understand department process flow and looking for best practices to improve operational efficiency and productivity.Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner.Attend client calls and assist with transitioning new business.Data entry of all activities into EDMSReport customer feedback to management, including any signs of customer dissatisfaction. Contribute to maintain strong relationships with vendors (trucking companies, and others).Provide support with other miscellaneous projects, filing and research.Maintain a current and accurate SOP that details the processing requirements for each account. Always meet compliance to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.Meet KPI standards, as per the company’s procedures.Attend training classes when required and meet company standards of 52 hours training per year per employee.Hazardous Materials certification required.Billing certification required.

Additional Duties & Task

Support the onboarding of new colleagues with knowledge-based training & guiding.Support the local departments with advice on more complex procedures.Support the Department Manager with the creation of work instructions if needed.Support as a department wide expertise on special requests.

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role.

Use of standard office equipment - computer with keyboard and mouse, phone, printer, scanner fax/copy/scan machine, etc.  Write with pencil/pen/marker.  Be able to handle to lift 50# box.Be able to use other warehouse equipment such as shrink wrap machine, tape dispenser, RF gun and pallet jacks.Functions performed will be at a desk in the warehouse and walking around the warehouse.Typing: Use of computer tools   Forklift certification isn’t required but is highly preferred (we can train this upon hire).

Expeditors Key Performance Expectations
This section lists the core business-critical performance expectations applicable to all Expeditors employees, regardless of position, and should not be edited. Note that these expectations are found in employee’s My Development Plan view (listed in the SKILLS tile) and in the employee’s performance evaluation in the Professional Development Center. 

Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding, and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution:

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations

Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration:

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication:

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers, and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.  

 Personal Growth and Development:

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

Agent Job-Specific Performance Expectations

This section lists the core business-critical performance expectations applicable to all product agents, regardless of department or position, and should not be edited. Note that these expectations are found in employee’s My Personal Development Plan view (listed in the SKILLS tile) in the Professional Development Center. 

Timely and Accurate Shipment Processing

Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.

Timely and Accurate Data Entry

Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.

Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

QualificationsBachelor's Degree or equivalent work experienceGood attitude and has a history of providing exceptional customer service.Good computer skills (e.g., MS Excel, MS Word)Ability to type at minimum: 45wpmFluent in English (writing, reading and oral)Excellent organizational skills, time management skills in addition to a professional mannerEffective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely obtain positive results.

Additional Information

Expeditors offers excellent benefits:

Paid Vacation, Holiday, Sick TimeHealth Plan: MedicalLife InsuranceEmployee Stock Purchase PlanTraining and Personnel Development ProgramGrowth opportunities within the companyEmployee Referral Program Bonus

Reporting Structure: Distribution Lead Agent, Supervisor, Manager