Air and Ocean Export Agent

Job Description

Agent ensures timely and accurate movement of freight and information, while promoting an exceptional customer service within the air & ocean exports area, exemplifying teamwork by supporting peers, and complying with all regulations, procedures and policies applicable for the air and ocean exports products and the company overall.

• Proactively monitor the following key metrics to achieve the expected results:

• Customer Loyalty
  • Customer SOPs updated in a timely manner.

• Complete 52 hours training per year (4.33 per month).
• OPS/OPA properly follow up.
• OSD properly follow up.
• Support billing accuracy: ETMS.
• Edoc timely updates and recordkeeping.
• Track and trace all active shipments daily.

• Service provider monitoring.
• SPM tools and resources usage.

• EDI properly usage.
• EDE timely resolution (Within 5 Calendar Days).
• District Excellence understanding and execution.

• Safety & Security Policies.

• Transportation Security Administration (TSA).
• Federal Maritime Commission (FMC).
• Trade Partners.
• Export Clearance Regulations.

• Comply with company's credit policy.
• Service Provider Payments (ACH & Check).
• Revenue recognition.
• DAP/DDP Policy (FDS)
• Incoterms (Prepaid / Collect).

• Exemplify and Teach Our Culture, Mission and Goals.
• Follow the 10 Critical Success Factors.
• Contribute to build healthy cross-functional relationship and work environment, promote team spirit and cohesiveness in the department.
• Timely completion of 52-hour trainings per year (4.33 per month) and required trainings.
• Own your self-development. Prepare, follow-up and execute on your personal development goals.

• Understand Expeditors’ general procedures and quality expectations (District Excellence).
• Understand the Air & Ocean exports process flows per the Operational Performance Standards (OPS) and consistently look for best-practices to improve operational performance, efficiency and productivity.
• Ensure accurate and timely data entry into Expeditors’ system, per Operational Performance Standards (OPS).
• Understand and execute in accordance to air and ocean exports department’s systems and tools including but not limited to:
  • Air & Ocean Exports Lateral.
  • Air & Ocean Exports Workflows.
  • ETMS – Export System.
  • EDOC – electronic library.
  • Exp.o customs.
  • Exp.o GCI.
  • Air & ocean export’s automated reports – related to OPS, OPA, shipment processing, and shipment status. (Refer to all available reports in AO Exports Automatic Internal Reports ).
• Ensure the highest level of customer service.
• Ensure all customer’s standards operating procedures are in place and updated in customer SOP database and execute accordingly.
• Develop a professional relationship with customers, by ensuring their shipments are received on a timely manner, demonstrating our commitment to their best interests.
• Keep customers properly and timely informed about the status of their shipments. Customer requirements must be answered within one hour. In cases where the request cannot be fulfilled, customer must be informed within the same period.
• Proactive interaction with all customers (internal/external), providing/collaborating with professional advice and suggestions on different alternatives that will facilitate shipment processing.
• Proactive interaction with assigned customer’s broker for a timely competition of applicable customs processes.
• Contribute to maintain good relationships with all internal and external suppliers/service providers (Brokers, Airlines, Steamship lines, trucking companies and any other parties involved).
• Understand and support our service provider management processes and procedures.
• Contribute and…