Distribution Customer Service Representative

Job Description

The Expeditors International Columbus, OH branch is in immediate need of a Distribution Customer Service Representative with a record of providing excellent customer service. The successful candidate will be responsible for managing all aspects of ensuring timely and accurate movement of freight and information, while providing exceptional customer service to our wide array of existing customers in the market. The candidate should be enthusiastic and passionate about customer interaction as well as possess the ability to coordinate with other departments in the branch to respond timely and effectively to growing customer needs. Manage and facilitate the business needs of a set of customers. Be responsible for managing outbounds, inbounds, emails, phone calls and online meetings.   

Expeditors Core Competencies

This section lists the core business-critical skills, knowledge and behavior applicable to all Expeditors employees, regardless of position, and should not be edited. Note that these competencies are found in employee’s My Development Plan view and in the employee’s performance evaluation in the Professional Development Center.

• 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).

• 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.

• Reliability:

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

• 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.

• 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.

• Culture:

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary. 

• 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.

Distribution Job-Specific Tasks and Duties

This section lists job-specific tasks and duties that are completed on a regular basis by the employee.   

• Order Management:

Proactively monitors order flow to ensure client specific KPIs are completed and that orders are fulfilled fully and accurately.   

• Inbound Management:

Monitors the scheduling of inbounds and decides the labor needed to perform required tasks. 

Physical Demands

• Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.  
• Write with pencil/pen/marker 
• Functions performed both at a desk and within the warehouse
• Attend meetings in alternate locations i.e. conference room for collaboration and training purposes

Qualifications

• Global logistics industry knowledge
• Good computer skills (e.g., MS Excel, MS Word)
• Fluent in English