Order Management (OM) Agent

To create a best in class Order Management and Delivery Management customer experience through coordinated efforts with the OM manager operations and account management. By understanding the customers business needs and expectations the Order Management and Delivery Management Agent will maintain day-to-day operations execute on retention strategy and cultivate relationships with customers. Collaboration with customers ocean agents and service providers is another key area of responsibility.

Operations:

• Maintain an exceptional customer experience through proactive solution-based customer service
•  Perform active exception management according to our business and customer KPIs using current customer and product dashboards
• Manage high volume inbox and anticipate customer needs
• Use creativity and technical skills to analyze customer data identify trends within the data and develop strategies to improve the customers supply chain based on these findings
• Understand communicate and execute on customer expectations on a daily basis
• Assist in creating and maintaining customer SOPs to align with their expectation
• Drive customer engagement with Expeditors tools systems and dashboards and provide technical assistance to customers as needed
• Support the final leg of import containers when Expeditors is responsible for delivery.
• Proactively communicates with service providers customers and product.
• Create delivery orders and dispatch to service providers in a timely fashion.
• Using workflow monitor arrivals issue pick up numbers
• Using workflow monitor out gate dwell time at the rail clear rail storage as needed
• Using workflow monitor/manage appointment deliveries and empty returns.
• Exception management and resolve issues quickly.
• Assist in developing new strategies for maintaining or improving quality-of-service.
• Focus on increasing profit and minimizing costs.
• Be a role model of integrity and pride for all employees.

Finances:

• Accurate and timely billing of customers and vendors. 
• Make sure department deadlines are being met in a timely manner.
• Manage intercompany accounting discrepancies

Systems:

• Be involved and suggest system/process improvements. 
• Data entry into our proprietary operating system. 
• Monitor shipment reports to ensure total customer satisfaction. 

Qualifications :

• Operations/Industry Knowledge preferred
• 2 years transportation or related logistics experience preferred.
• Effective problem solving and strong analytical skills
• Excellent oral and written communication skills.
• Strong organizational skills ability to juggle multiple priorities effectively.
• Attention to detail.
• The ability to follow through with tasks.
• Drive for continuous improvements.
• Expert or ability to become an export in Microsoft Excel and PowerBI

Additional Information :

Expeditors offers excellent benefits:

• Paid Vacation Holiday Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Remote Work :

No

Employment Type :

Full-time