Job Description
Scope of Position
Ensure timely and accurate movement of freight and information, while providing exceptional customer service within the Ocean Export Department.
Major Duties and Responsibilities
1. Ensure smooth and timely freight process flow.
2. Ensure accurate and timely data entry into our operational system.
3. Track and Trace Air Export Files and reporting.
4. Use Workboard on a daily basis.
5. Ensure arrival notices are communicated to overseas and customers.
6. Ensure accurate and timely client and vendors billing.
7. Interact with our customers in arranging their international shipments, meeting customer service standards.
8. Contribute to maintain good relationships with suppliers (Trucking companies and others involved)
9. Meet compliance at all times to regulations internal and external in accordance with government regulations.
10. Understand department process flow, and looking for best practices to improve operational efficiency and productivity.
11. Ensure all customers standard operating procedures in place and updated in the DLSOPs.
12. Meet KPI standards in accordance with Company’s procedures.
13. Overseas communications, timely responses to emails and requests (internal & external)
14. Escalation of problems to Management when necessary.
15. Meet company standards of 52 hours training per year per employee.
16. Complete mandatory training when required.
17. Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
18. EDMA resolution no more than 24 hrs from the time of notice.
19. Take ownership on the accounts assigned.
Ocean Export Job-Specific Tasks and Duties
20. Receive documents
21. Prepare shipments
22. Route shipments
23. Manage freight receipt
24. Process shipments
25. Monitor shipments
26. Bill shipments once confirmed on board and have carriers costs confirmed
Expeditors Core Competencies
27. 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).
28. 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.
29. Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.
30. 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.
31. 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.
32. Culture: Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary.
33. 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.
Product Agent Core Competencies
34. 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.
35. 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.
36. 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.
Skills:
37. Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
38. Pro-active, strong organizational skills.
39. Good Microsoft Office skills (Excel, Word etc.).
Qualifications
40. Global logistics industry knowledge
41. Good computer skills (e.g., MS Excel, MS Word)
42. Customer Service Experience