Distribution Customer Service Agent

Job Description

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.

Responsibilities may include any/all of the below: 

• 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 in Business, Supply Chain/Logistics or related field is preferred, but not required 
• One year of work experience in a customer service related role