Customer Service Lead, Air Export-Nights

2 months ago

Peabody, United States Expeditors International Full time

**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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