Customer Service Agent, Expeditor

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At DSV, our purpose is to keep customers’ supply chains flowing and enable the business of our customers by ensuring reliable and efficient transport and logistics services through storage and transport of goods by air, sea and road. Our vision is to create long-term, sustainable growth and value for our customers, employees, shareholders and society.

Close to 150,000 employees in over 90 countries work diligently to deliver great customer experiences and high-quality services.

As a global leader, our commitment to sustainable business practices is a central element of our overall business strategy.

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Location:

USA - Mesa, W. Southern Ave

Division:

Solutions
Job Posting

Title:

Customer Service Agent, Expeditor
Time Type:
Full Time

SUMMARY

The Customer Service, Expeditor is responsible for supporting the Customer Service department in tasks as needed. The position requires the Customer Service, Expeditor to ensure on time deliveries and inform buyers of potential gaps in vendor performance. The Customer Service, Expeditor also supports the department with data base accuracy projects as required.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Service, Expeditor performs the necessary tasks that support customer quote and order management with the desired result of meeting or exceeding client expectations. This function serves as the primary communication contact with the client.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Communication

• Acts as the point of contact for client requests and status updates
• Serves as the company interface between client and operations
• Manages day to day business relationship with client
• Escalates any client concerns and internal concerns that may impact the supply chain to the Program Manager

Quote Management

• Records and tracks RFQ to ensure timely response
• Reports weekly service level KPI’s

Order Management

• Processes client purchase order (CPO) acknowledgement and subsequent updates
• Manages SO status to ensure corresponding PO’s are released timely
• Identifies and communicates to client all discrepancies between PO and CQ and follows up to ensure resolution
• Ensures due date commitments are aligned between the internal PO, SO and client PO
• Monitors SO due date report to ensure shipments are shipped as planned and any late shipments are escalated
• Updates respective orders when deviations in due dates occur and requests reason why from Purchasing or Client when applicable
• Documents reasons for deviations to develop Pareto on type of reason and sub-supplier for potential Supply Chain Analyst interaction/escalation
• Expedites to ensure adherence to client expectation
• Follows up on backorders
• Point of contact for resolution of mismatches, invoice payment issues, exceptions/defect resolution, and collection on aged receivables
• Ensures timely completion of receiving and shipping transactions and communication on exceptions
• Monitors inventory on hand to ensure accuracy and sales order demand

General Support

• Works with Finance and Purchasing as needed to collectively resolve any discrepancies and assist with invoice and payment resolution
• Runs reports from ERP system and exports to Excel; reviews and analyzes data and responds accordingly
• Supports KPI management and reporting
• Generates other reports as needed
• Works in a team environment requiring interaction with Managers and other functional areas
• Guides new hires and interns during their training process

OTHER DUTIES

• Performs other duties as required

SUPERVISORY RESPONSIBILITIES

N/A

MINIMUM REQUIRED QUALIFICATIONS

Educ…