Order Management Lead Agent

Task and DutiesEnsure smooth and timely shipment process flowEnsure all customers standard operating procedures are followed as per the SOPEnsure accurate and timely data entry into our operating systemMonitor shipment reports to ensure total customer satisfactionSupport the Supervisor in the following areas:Allocating workloads, monitoring workboards to ensure internal KPI’s are met e.g. timely data entryBuild and maintaining strong relationships with customersAssist the manager and supervisor 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 CRMMonitor 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 teamAllocate workloads within team to ensure smooth operations during peak activity or staff absence.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 your team Physical DemandsThis section lists physical demands required of this job and may be edited to the specific job roleUse of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.  Write with pencil/pen/marker Functions performed primarily while seated at desk 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). 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. 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.Business Development (Lead, Branch Product)Assists department leadership with department growth through involvement in sales, transition and implementation, and retention programs. Understand and execute upon all mutually agreed upon customer expectations, metrics, procedures and instructions. Provides excellent internal and external customer service. Builds good relationships with customers. Supports local customer retention and development program efforts. Employee Development (Lead, All)In conjunction with department leadership, properly on-boards team members and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate and honest. Participates in regular one-on ones and annual reviews for employees. Works with department leadership to create a team environment of continuous training and development. Manages workload. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including company culture, internal policies and government regulations. Promotes employee engagement and team vision,jOB-SEPCIFIC commitment and trust. Develops a #2. Financial Excellence (Lead, Branch Product)Assist department leadership with analyzing financial transactions related to both revenue and cost for accuracy and timeliness. Operational Excellence (Lead, Branch Product)In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics tied to their service. Consistently meets department's operational standards, Develops a high level of operational proficiency in process, systems and tools. Works with team to achieve a high levels of consistency.