Distribution Customer Service Supervisor

Distribution Customer Service Supervisor

Full-time

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

We 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 work boards 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.

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

• Emotional resilience
• Use 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

• Exceptional Customer Service:

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise,…