Agent, Customer Service (Global Network Management Center)

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
• 340+ locations in 100+ countries worldwide
• Fortune 500
• Globally unified systems

Application Instructions

Please submit a resume, composed in English. Applications without a resume will not be considered.

For optimal consideration, a cover letter may be included as the first page of your resume. The cover letter should be no longer than one page. Please address why you are a good fit for this specific job posting and your desired compensation range.

Job Description

This Agent position is for a role in Expeditors’ Global Network Management Center Customer Service Team (NMC CS). Provides support for a number of Expeditors’ largest customers in the aviation, automotive, pharmaceutical, retail, and technology industries. The team provides oversight of critical logistics shipments, aircraft on ground shipments, and other specialized logistics service offerings, such as monitoring temperature-controlled shipments. Works with a wide variety of customers, service providers, and district operations internationally to deliver transportation visibility to our customers with exceptional customer service. Your main responsibility will be to become a subject matter expert for each of your customers and to ensure we are executing at the highest levels of service for our customers.

To be successful in this role, you must have strong interpersonal skills. You will be responsible and accountable for delivering exceptional customer service across all your accounts. The role will mainly entail tracking and tracing customer shipments, bookings, critical shipment oversight, and proactive communication with Expeditors districts and service providers to ensure that customers are provided with timely and accurate information.

Major Duties and Responsibilities

• Promotes company culture, ensuring a positive workplace environment
• Provides quality customer service, answering customer inquiries, handling customer complaints while managing any form of escalation
• Have a sense of urgency mindset to ensure customer expectations and service requests are answered timely and accurately
• Central point of contact for our customers' service requests, providing reporting, visibility, and leading calls to ensure customers are updated on the status of their shipments
• Coordinate with Expeditors districts to gather information on customer shipments and ensure it is communicated back to customers

Qualifications

Desired Qualifications

• High School Diploma
• Proficiency with Microsoft products (e.g., Office Suite, SharePoint)
• Ability to present and communicate your work to diverse audiences, including but not limited to stakeholders, team members, and decision-makers
• Fluent in English and Spanish (if applying in Mexico)
• One year of customer service experience
• One year of logistics-related experience
• Qualifications in supply chain management or logistics
  • IATA/FIATA

Additional Information

Expeditors offers excellent benefits:

• IMSS & Vacation - according to Mexico Federal Labor Law
• Medical insurance
• Life insurance
• Basic needs vouchers
• Employee Stock Purchase Plan
• Paid overtime
• Training and Personnel Development Program
• Aguinaldo - above the legal requirement
• Utilidades - Profit bonus

Relocation will not be provided.

All your information will be kept confidential according to EEO guidelines.