Account Support Agent
1 week ago
Company Description
“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder
Global supply chain management is what we do, but 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.
- 15,000 trained professionals
- 250+ locations worldwide
- Fortune 500
- Globally unified systems
**Job Description**:
JOB EXPECTATIONS & KEY RESPONSIBILITIES:
- Dedicate yourself to the success of Expeditors’ and the customer using
ethical business practices, personal commitment, passion, sacrifice and an
obsession with the fundamentals of running the business.
- Communicate and collaborate with the account team on areas of potential
risk or exposure to the customer’s business
- Track shipments and in transit monitoring (both at origin & destination)
when needed.
- Provide and manage reporting and visibility tools to the customer.
- Design, set up and maintain any ad hoc reporting requests and ensure data is
accurate, timely and complete.
- Drive process improvement throughout your district and network.
- Maintain & update SOP’s to ensure customer expectations are
documented & executed within our operational teams. This includes,
but is not limited to, rates, KPI expectations, and general customer
service requirements.
- Manage spot quotes or quoting desk when applicable.
- Support customer business review preparation by running
appropriate reports; help identify and communicate trends, and
improvement opportunities through analysis.
- Monitor billing and receivables and assist with collections when needed.
- Serve as a point of escalation within our network.
- Provide assistance in resolution of claims and disputes.
- Be involved with EDI resolution & EDE management when needed.
- Initiate and own CAPA management (corrective action plan) when needed,
and identify improvement areas in order to eliminate issues from repeating
themselves.
- Own the T&I process for new business segments for existing customers if
applicable.
Additional Information
MEASUREMENT OF SUCCESS
- Customer KPIs are being met
- Customer satisfaction
- Financial performance of customer (clean AR, healthy margins, revenue growth)
- Delivery of process improvements
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