Order Management (OM) Agent

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

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 customer’s 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 customer’s 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