Enter the introduction paragraph(s).

Responsibilities:

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consist of, but are not limited to, the following:

Maintain Operational Excellence:

Maintain Operational Excellence for themselves and coach the team around Operational standards

Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally

Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.

Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.

Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead

Act as a team lead supporting the team supervisor

Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction

Coach and train others on pricing strategies

Facilitate Relationships:

Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers

Develop & coach team members and assist with new employee onboarding

Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed

Promote a positive working relationship for all team members

Act as a key customer contact and subject matter expert

Lead by example when it comes to customer outreach, retention, and expansion

Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives

Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads

Monitor customer shipments trends and its impact to our processes and operation

Other Activities:

Support and/or Create new team efficiencies and processes

Participate in customer visits, assist in evaluating the account

Ensure customer SOPs are maintained and adhered to

Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue

Provide support to Sales Executives and Account Managers for customer reporting

Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

Required:

High school diploma or GED

3-5 years of Global Forwarding industry experience

Advanced proficiency in Microsoft Office Suite of programs

Preferred Qualifications:

Preferred:

Associate’s or bachelor’s degree from an accredited college or university in a related field

6-8 years of Global Forwarding industry experience

Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)

Excellent communication and customer service skills

Proactive, ambitious, hardworking, analytical mindset

Positive leadership skills and presence within the team (positive attitude, team player, flexibility)

Strong prioritization and multi-tasking skills

Ability to directly and decisively resolve problems

Refined written and oral communication skills

High level of flexibility as priorities and needs change daily in our business

Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term

High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges

Values a diverse and inclusive work environment