Distribution Customer Service Supervisor

Expeditors Job Opportunity

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 is to 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!

Tasks and Duties

This section lists job-specific tasks and duties that are completed on a regular basis by the employee.

• Oversee daily process and input of all customer orders and distribution accounts.
• Ensure accurate and timely client and vendors billing.
• Maintain strong relationships with vendors (trucking companies, and others).
• Compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
• Take an active role in the transition of new business / updates to existing business.
• Grow department revenue in line with district budget target and management expectations.
• Be open to implementing new system changes and enhancements into your department.
• Be involved and suggest system / process improvements.
• Assist the Manager with EPE's on the department in line with the 3+1 Initiative.
• Assist the Manager with key staff with goal setting and monitoring development.
• Monitor data to ensure we are meeting customer expectations and KPI's.
• Assist with all items associated with the annual assessment.
• Review and approve employee vacation and work from home requests.
• Monitor timecards for OT and update timecards with sick days etc.
• Monitor and manage all DBO KPI's and initiatives.
• Timely problem solving and implementing solutions.
• Support the Operations Manager in the following areas :
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
• Monitor workboards to ensure internal KPI's are met e.g. timely data entry.
• Build and maintaining strong relationships with customers.
• Oversee and assist the customer service team in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.
• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM.
• Monitor invoicing and BNP report where needed.
• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team.
• Promote productivity tools within the team (e.g. using workboard, invoice processing, expo).
• Be continuously open and positive to implementing new system changes and enhancements with the team.

Physical Demands

This section lists physical demands required of this job and may be edited to the specific job role.

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.

Product Supervisor Job-Specific Performance Expectations

This section lists the core business-critical performance expectations applicable to all product managers, regardless of department or position, and should not be edited. Note that these expectations are found in employee's My Personal Development Plan view (listed in the SKILLS tile) in the Professional Development Center.

Required Skills :

Expeditor