Distribution Customer Service Representative

Distribution Customer Service Representative

• Full-time

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and 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. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within – more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs – they\’re chances to grow, do what you love and build a career with us!

SUMMARY DESCRIPTION:

To support the distribution manager in the smooth running of the department within the branch and in the market place through focus on Operations, Finances, Sales, People, Systems, and Culture in adherence to the company’s policy and procedures.

• Daily process and input of all customer orders and distribution accounts.
• Provide daily operational reports that are accurate and timely.
• Run stock reports to check for product availability.
• Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests and posts inventory records.
• Perform accurate and timely data entry for receiving, order allocation, shipping and inventory management.
• Rate domestic transportation bills.
• Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary.
• Trace orders as required and notifies customers of any activity concerning their order.
• Ensure accurate and timely client and vendors billing.
• Maintain damage records and backorder logs.
• Handle returned merchandise in an efficient manner and ensures proper credit is given to the customer.
• Input all receipts, putaways, moves, picks, shipments and cycle counts
• Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.
• Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner.
• Report customer feedback to management, including any signs of customer dissatisfaction.
• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit information.
• Contribute to maintain strong relationships with vendors (trucking companies, and others).
• Provide support with other miscellaneous projects, filing and research
• Maintain a current and accurate DLSOP that details the processing requirements for each account.
• Answer phone calls according to Expeditors standards
• Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
• Meet KPI standards, as per the company’s procedures
• Ensure smooth and timely freight process flow
• Track and Trace Air Export Files and reporting
• Use Tree View on daily basis
• Ensure arrival notices are communicated to overseas and customers
• Interact with our customers in arranging their international shipments, meeting customer service standards.
• Understand department process flow, and looking for best practices to improve operational efficiency and productivity
• Overseas communications, timely responses to emails and requests (internal and external)
• Escalation of problems to Management when necessary
• Attend training classes when required and meet company standards of 52 hours training per year per employee.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.

WHAT WE EXPECT FROM YOU:

Expeditors Key Performance Expectations

Exceptional Customer Service:Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute insolving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistentlystrives to improve customer satisfaction with customers.

Job Execution:Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for ownjob function and across the network. All activities are compliant with company policies/procedures and code of business conduct and withgovernment 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 ordelay.

Communication:Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant andtimely 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 Humour, 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 atimely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan asappropriate

Specific Performance Expectations

Timely and Accurate Shipment Processing:Ensures smooth and timely freight process flow according to Expeditors\’ operational procedures. Follows customer\’s standard operatingprocedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company\’s procedures

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

Timely and Accurate Billing and Accounting:Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisionsservice provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

. Positive and willing to help attitude

. Understanding transportation process of all models is a plus

· Fluent in English

· 6 months to 1-year related experience and/or training; or equivalent combination of education and experience

· Meet company standards of 52 hours training per year, including as neededmanagement/leadership training

· Excellent organizational skills, time management skills in addition to a professional manner

· Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely obtain positive results

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