Order Management; OM) Agent

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!

Scope of Position

Assist the Manager and Supervisor with all aspects of the Order Management Department while ensuring the proper and timely movement of freight, maintaining shipment visibility, and providing exceptional customer service throughout the transportation lifecycle.

Operations:

• Ensure smooth and timely freight process flow.
• Ensure accurate and timely data entry into company operating systems.
• Track and trace Order Management shipments and files to maintain shipment visibility and milestone compliance.
• Utilize workflows and shipment management tools daily to effectively manage customer orders and transportation activity.
• Monitor shipment reports, exceptions, and pending items to ensure total customer satisfaction.
• Ensure timely clearance and delivery of freight for import shipments.
• Ensure documents and shipping instructions are transmitted accurately and timely for export shipments.
• Ensure accurate and timely client and vendor billing.
• Manage intercompany invoice processing and follow-up on discrepancies.
• Interact with customers regarding shipment status, transportation requirements, and exception management while meeting customer service standards.
• Build and maintain strong relationships with carriers, trucking companies, warehouses, and other service providers.
• Meet compliance requirements at all times, including Operational Process Standards (OPS), customer-specific requirements, audit standards, and applicable government regulations.
• Understand department process flow and continuously seek opportunities to improve efficiency, visibility, and service quality.
• Ensure all customer Standard Operating Procedures (SOPs) are followed and maintained within the DLSOP.
• Work with the team to achieve KPI standards in accordance with company procedures.
• Maintain effective overseas communications and provide timely responses to internal and external requests.
• Escalate shipment delays, service failures, compliance concerns, or customer-impacting issues to the Supervisor or Manager when necessary.
• Promote compliance by following all company policies, procedures, and ethical business standards while performing responsibilities with integrity and professionalism.

Support the Manager and Supervisor on the following areas:

• Daily review of workflow, shipment queues, exception reports, and operational reports.
• Support operational initiatives focused on customer satisfaction, shipment visibility, KPI performance, and process improvement.
• Assist with identifying shipment bottlenecks, service failures, and operational issues requiring management attention.
• Build and maintain strong working relationships with customers, carriers, vendors, overseas offices, and internal departments.

Finances

• Proactively support the maintenance and monitoring of account payments within 30 days.
• Ensure company credit procedures are followed and utilized effectively.
• Ensure accurate and timely customer billing in accordance with company and customer requirements.
• Ensure accurate and timely vendor billing and assist with resolving accounting discrepancies.
• Manage intercompany invoicing and support resolution of accounting discrepancies.
• Monitor accounts payable and receivable activities utilizing available reports and tools.
• Review shipment costs, charges,…