Job Description

Scope of Position:

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.

Major Duties and Responsibilities:  

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