Logistics Customer Service Agent

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.

• 15,000 trained professionals
• 250 locations worldwide
• Fortune 500
• Globally unified systems

Job Description

Scope of Position:

The role of a Customer Service Agent is to identify and understand our customer's transportation needs.  Your main responsibilities will include receiving, booking and scheduling transportation orders to ensure timely and accurate movement of freight and information.  To be successful in this role one must be customer focused, should be able to think creatively about problems and overcoming them, and should have excellent interpersonal skills while delivering exceptional customer service to our customers.

Major Duties and Responsibilities:  

• Prepare, handle, and process documentation, including house and master air waybills, commercial documents and customs/regulatory documents
• Update shipment information it a timely and accurate manner into our operating system
• Timely freight dispatch to avoid disruptions in customer's supply chain  
• Communicate effectively and timely with customers, vendors, and internal Expeditors network through high volume of email, phone, instant message, and in person
• Review and monitor reports to understand individual performance, impact and opportunities for development
• Accurately execute invoicing based on established customer SOP's, rate shells and Tariffs 
• Contribute to maintaining strong vendor relationships- airlines, trucking companies and others
• Maintain compliance standards at all times- including internal policies and procedures, external government regulations and customer requirements
• Meet key performance indicators in support of department, branch, product and company goals
• Desire to understand overall department process flow and constantly seek opportunities for improved efficiencies
• Escalate problems or decisions to Management based on established guidelines and procedures when necessary

Qualifications

Minimum Qualifications: 

• High School Diploma 
• Excellent customer service skills; friendly, courteous, empathetic and helpful
• Effective interpersonal skills, including proven abilities to listen, comprehend, communicate clearly and concisely to obtain positive results
• Strong attention to detail and organizational skills 
• Proven desire to learn and expand knowledge base 
• Sense of urgency around all aspects of customer service 
• Emotional resilience, can withstand stress
• Work effectively and productively with others 
• Proficient computer skills, including Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Fluent in English

Desired Qualifications: 

• Bachelor's degree  
• One year of work experience in a customer service related role 

Additional Information

Personal Development:

• Expeditors has a strong culture of promoting from within. Looking for candidates that want to establish a career with a Fortune 500 company and seeking unlimited growth potential and an excellent benefits package
• Every employee has a Personal Development Plan that is constructed and agreed to with their department manager to measure and record our growth opportunities for our employees
• Meet company standards of 52 hours training per year per employee
• Complete mandatory training when required
• Participate in desk side training between products and departments to learn new skills outside of the normal day to day tasks you execute

Culture: 

• The mission at Expeditors is to be the best customer service focused logistics organization in the industry. Candidates should possess the natural curiosity to want to exceed customer expectations and provide world class customer service
• We foster a higher level of customer service with organic company growth, not growth by acquisition. Without fear of merger, we learn and grow faster, we work harder and with more confidence, and we’re better rewarded for the effort. Then we let customer service thrive with people whose industry knowledge and know-how are unsurpassed

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

Relocation expenses/support are not offered for this position.

This position is located at our DTW/Detroit metro area location.

Must be authorized to work in the US

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