Lead Agent - Air Export, Customer Service
3 weeks ago
Scope of PositionAssist Manager and Supervisor with all aspects of the Air Export Department, while ensuring the proper and timely movement of freight.....
Scope of Position
Assist Manager and Supervisor with all aspects of the Air Export Department, while ensuring the proper and timely movement of freight, while providing exceptional customer service.
Major Duties and Responsibilities
Operations
- Ensure smooth and timely freight process flow
- Prepare various documents for international transportation
- Coordinate and negotiate rates with our contracted vendors in procuring space and services
- Ensure accurate and timely client and vendors billing
- Ensure accurate and timely data entry into our operating system
- Interact with our customers in arranging their international export shipments, meeting customer service standards
- Meet 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
- Understand department process flow, constantly looking for areas of improved efficiency
- Ensure all customers standard operating procedures are followed as per the DLSOP
- Work with the team on meeting KPI standards, as per the company's procedures
- Monitor shipment reports to ensure total customer satisfaction
- Overseas communications
Support the supervisor in the following areas:
- Daily review operational reports and work with team on updating event codes
- Audit files and work with the team on meeting operating process standards
- Build and maintaining strong relationships with vendors (airlines, trucking companies, and others) and customers
- Evaluate vendors at defined intervals per company policy, focusing on areas of possible improvements with corrective action plans where needed
Finances
- Proactively work to maintain and monitor accounts payment within 30 days
- Ensure company credit procedures are followed and utilized effectively
- Accurate and timely billing of vendors and resolve accounting issues
- Monitor accounts payable to vendors (airlines, truckers etc.) utilizing BNP report
- Monitor intercompany accounting discrepancies via AJAX report
Sales / Retention
- Assist 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
- Participate to the transition of new business/ updates to existing business
- Assist in retention calls and complete customer reviews with your regular customers to document in the CRS
People
- Identify with manager / supervisor, develop, and mentor your No. 2
- Support the supervisor where needed
- Allocate workloads within team to ensure smooth operations during peak activity or staff absence
- Be a guide for the team - mentor agents
- Ensure team meets company standards of 52 hours training per year per employee
- Follow-up new hires training as per the company requirement standards
- Periodically communicate department goals and expectations with team to ensure buy-in and accountability
Systems
- Promote productivity tools (e.g. using edoc and edoc treeview, export database, process management)
- Be open to implementing new system changes and enhancements with your team?
- Be involved and suggest system/process improvements
- Set the tone of this environment within your team
Culture
- Proactively promote the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
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