Customer Service Representative

  • 21 Airpark Drive, Mangere, Auckland 2022, New Zealand
  • Full-time

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

As a Fortune 500 company, Expeditors employs more than 15,000 trained professionals in a worldwide network of over 300 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the consolidation and forwarding of air or ocean freight, customs brokerage, vendor consolidation, cargo insurance, time-definite transportation, order management, warehousing, distribution and customized logistics solutions. Expeditors is headquartered in Seattle, Washington

Job Description

Ensure all customers standard operating procedures in place and updated in customer SOP.

·        Ensure all customers’ requirements are handled as outlined in their corresponding Standard Operating Procedures

·        Roll out and monitor any additional requirements as advised by customer. Use Global Air Import Workflow Monitor on a daily basis

·        Timely follow up and constant monitoring of purchase orders.

·        Effective follow up of any pending queries if not response received within one business day.

·        Timely, accurate and proactive communication with customers.

·        Proactive handling on any urgent or/and any delayed shipments.

·        All service failures are to be communicated via phone call, followed up with an email communication.

·        Timely invoicing of all account assigned and also assisting with any other invoicing when required.

·        Take ownership over any enquiries in regards to deliveries or invoicing that customers might have.

·        Understanding of foreign to foreign process and timely billing of foreign to foreign shipments and ensuring any adhoc approved charges are billed.

·        Action any account queries and ensure effective follow up is performed.

·       Ensure all emails are read, actioned and responded to on the same day of receipt and all emails to be acknowledged within 4 hours (business hours) received.

·        Ensure all email subject can easily identify supplier, customer, mode of transport and final destination.

·        Timely quoting and complete costings and quotes for current retention lanes

·        Effective use of "Task" list clearly outlining future steps to be taken.

·        Ensure that all tasks and follow ups are checked daily and actioned as required.

·        Assist operations team with any enquires related to our customers.

·        Use of CRM & updates within 24 hours i.e. Basic Review / complaints & Compliments

·        Attend Customer Visits when required

·        Meet KPI standards in accordance with the Company’s procedures   

·        Overseas communications, timely responses to emails and requests (internal and external)

·        Escalation of problems to Management when necessary

·        Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride. 

·        Meets company standards of 52 hours training per year per employee.

·        Attend training classes when required.

·        Complete mandatory training when required.

·        Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride. 

·        Adhere to the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Qualifications

Knowledge:

  • Understanding of Import documentation process a plus

  • Hazardous Materials certification (preferred)

  • Understanding of Expeditors systems and procedures

Skills:

  • Effective interpersonal & customer service sklls including proven abilities to listen, comprehend, effectively communicate and concisely obtain positive results

  • Pro-active and strong organizational skills

  • Good computer skills (Microsoft Office)

  • Problem solving ability

  • Effective time management

  • Attention to detail.

Additional Information

Other Benefits

  • Medical insurance.
  • Employee Stock Purchase Plan.
  • Training and Personnel development plan.

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