Ciudad de México - Air Export - Customer Service Representative

Responsibilities

• EXPEDITORS CORE COMPETENCIES
• Exceptional Customer Service
• This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).
• Job Execution
• Reliability
• Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.
• Collaboration
• Communication
• Culture
• Exhibits and promotes the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Personal Growth and Development
• Participates in training within the company's guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.
• AGENT CORE COMPETENCIES
• Timely and Accurate Billing and Accounting
• Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.
• Timely and Accurate Data Entry
• Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.
• Timely and Accurate Shipment Processing
• Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.
• Ensure smooth and timely freight process flow
• Ensure accurate and timely data entry into our operational system
• Track and Trace Air Export Files and reporting
• Use Tree View on daily basis
• Ensure arrival notices are communicated to overseas and customers
• Ensure accurate and timely client and vendors billing.
• Interact with our customers in arranging their international shipments, meeting customer service standards.
• Contribute to maintain good relationships with suppliers (Airline carriers, trucking companies and others involved).
• Meet compliance at all times to regulations internal and external in accordance with government regulations.
• Understand department process flow, and looking for best practices to improve operational efficiency and productivity
• Ensure all customers standard operating procedures in place and updated in the DLSOPs
• Meet KPI standards in accordance with the Company's procedures
• Overseas communications, timely responses to emails and requests (internal and external)
• Escalation of problems to Management when necessary.
• Meets company standards of 52 hours training per year per employee.
• Complete mandatory training when required
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• KNOWLEDGE, SKILLS AND BEHAVIOURS:
• Knowledge:
• Expeditors training and company policies.
• Expeditors services, systems and procedures
• IATA Certification (preferred)

Requirements

• Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
• Pro-active, strong organizational skills.
• Good computer skills (Excel, Word).
• Fluent in

Benefits

Additional Information

SUMMARY DESCRIPTION: Ensure timely and accurate movement of freight and information, while providing an exceptional customer service within the Air Export Department.

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