Transcon Supervisor

Company Description

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!

Job Description

Major Duties and Responsibilities

• Review and support with day-to-day operations
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence
• Monitor ECCO workboards to ensure internal KPI’s are met e.g. timely data entry
• Support customer needs & evolving program enhancements
• Develop key carrier relationships, driving cost, capacity and service
• Maintain and develop operational SOP’s
• Support in program data & analytics development
• Assist in customer QBR activity
• Build and maintain strong relationships with customers.
• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM
• Driver strategic efficiency within CLM Program
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations
• Be a guide for the team - mentor agents, lead agents and ensure that positive attitude is maintained within the team
• Be continuously open and positive to implementing new system changes and enhancements with the team
• Oversee and ensure compliance with Expeditors Operational Process Standards
• Assist the Manager with key staff with goal setting and monitoring development. 
• Audits all new accounts and follow up on responsibilities of agents to ensure that customer needs have been met.
• Support the manager and or the sales department where needed

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 primarily while seated at desk 

Qualifications

• 4 years of industry specific knowledge
• Inventory management and accounting knowledge
• Self-reflecting and open to feedback
• Initiative and ability to work in autonomy
• Proven leadership attitude and background
• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Conflict resolution
• Listening skills
• Providing feedback

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 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.

• Employee Development (Supervisor, All)

• In conjunction with department leadership, properly on-boards new hires and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate, and honest. Participates in regular one-one-ones and an annual review for employees. Assists manager with development plans for employees that addresses competency gaps and/or prepares employees for growth. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including to company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2.

   

• Financial Excellence (Supervisor, All)

• Applies exp.o accounting expertise to assist department leadership with meeting financial growth and cost savings goals, which may include: reviewing accounts receivable, analyzing billing activity for accuracy and timeliness and monitoring department profitability and expenses.

   

• Operational Excellence (Supervisor, Branch Product)

• In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics.  Monitors department process flow while constantly looking for areas to improve efficiency and customer service. Assists with managing capacity and productivity of department and team members.

   

• Business Development (Supervisor, Branch Product)

• Assists department leadership with growing the product's business through involvement in sales and retention programs. Responds to requests for proposal, quotation or information timely and with market-competitive pricing matching the scope of service required by the customer. Participates in the transition of new business and strives to build and maintain relationships with the key customer stakeholders that are managed on the team.

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
• Annual Salary: $55,000 - $70,000 Base + Bonus