Ocean Export - Customer Service

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 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!

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

• Customer Interaction

• Respond promptly to customer enquiries via telephone, email or in person.
• Provide accurate information regarding products, services, and company policies.
• Handle complaints and resolve issues professionally and in a timely manner.

• Investigate and troubleshoot customer problems.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure a satisfactory resolution.

• Update customer accounts and maintain accurate records.
• Verify billing and payment details when required.

• Prepare reports on recurring issues and customer feedback.
• Communicate updates and solutions clearly to customers.

• Assist customers with product selection and usage guidance.
• Provide technical support or liaise with technical teams when needed.

• Ensure compliance with company policies and industry regulations.
• Participate in training sessions to improve skills and knowledge.
• Work closely with sales, logistics, and other departments to resolve customer issues.
• Share insights and feedback to improve processes and overall customer experience.

Expeditors Core Competencies

• 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.
• 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.
• Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes.
• Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities but is willing to aid and assist others to the benefit of the company and/or customers.
• Communication: Effectively listens to others and communicates in a professional manner, both internally and externally.
• Culture: Exhibits and promotes the company’s cultural attributes.
• Personal Growth and Development: Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year.

Product Agent Core Competencies

• Timely and Accurate Shipment Processing: Ensures smooth and timely freight process flow according to Expeditors' operational procedures.
• Timely and Accurate Data Entry: Ensures accurate and timely data entry into our operational systems.
• Timely and Accurate Billing and Accounting: Invoices customers the expected charges timely and accurately.

Skills: Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. Pro-active, strong organizational skills.

Qualifications: Global logistics industry knowledge, Customer Service experience.

Additional Information: Must be eligible to work in the UK. Expeditors offers excellent benefits including Private Medical Insurance, Pension Scheme, Life Assurance, Bike to work scheme, Employee Stock Purchase Plan, Training and Personnel Development Programme.