Logistics Security Analyst

Job Description

Join a team of logistics experts who use technology and enhanced security protocols to support Cargo Signal’s mission to prevent loss, delay, or damage to cargo. You'll have the opportunity to contribute to the success of a dynamic and innovative company.  

Command Center agents use Cargo Signal visibility software and hardware to actively monitor customer shipments, analyze cargo risk events, and manage response protocols. Agents communicate directly with customers and Service Providers worldwide.

• Manage customer communication by e-mail, phone, and chat. Understand complex requests and respond promptly and professionally.
  • Provide information on shipments, Cargo Signal services, account details, and basic troubleshooting.
  • Resolve customer issues within established guidelines, escalating complex problems to appropriate teams when necessary.
  • Provide friendly and professional customer service, ensuring a positive customer experience.
• Accurately input customer data into Cargo Signal systems, including order details, shipment information, and notes regarding customer interactions.
  • Copy information from documents or other sources into the monitoring software, ensuring accurate and timely data entry.
  • Verify data accuracy by cross-checking information against source documents and resolving discrepancies.
  • Maintain data cleanliness by identifying and correcting outdated or inaccurate information.
• Track and trace shipments using internal and external applications and by telephone/e-mail to service provider.
• Understand standard operating procedures and correctly interpret this information to fulfill customer instructions and expectations.
• Develop relationships with key customers to promote customer satisfaction and retention. Report customer feedback to management, including any signs of customer dissatisfaction.
• Actively monitor shipments to ensure compliance with customer requirements.
  Respond to emergency alarms and exceptions according to company procedures.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• Maintain confidentiality of sensitive customer data.
• Help build a positive local team environment integrated into our global 24/7 Command Center team.
• Participate in shift-level exercises and incident response drills.

Qualifications

• Excellent typing skills: Ability to input data quickly and accurately with high attention to detail.
• Strong communication skills: Clear and concise verbal and written communication to effectively interact with customers and document interactions.
• Customer Service focus: Demonstrated ability to provide excellent customer service and resolve issues in a timely manner.
• Technical proficiency: Familiarity with Microsoft Office, web-based map software, GPS trackers, and cellular networks.
• Problem-solving skills: Ability to identify and address customer issues effectively.
• Organizational skills: Ability to prioritize tasks and manage a high volume of e-mails and data entry efficiently.
• History of reliable and punctual attendance.
• Logistics experience (air, ocean, trucking, risk management, in-transit security, temperature control).
• Aptitude for resolute questioning to find the root cause when given incomplete information.
• Sense of urgency and quality-obsessed approach to timely and accurate information.
• Positive and willing-to-help attitude.
• Must exude and promote Expeditors cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Additional language skills a plus.