Lead Agent - Customer Service & Reporting Specialist

Responsibilities

• Customer Experience:
• Support Monthly and Quarterly Business Reviews with the customer.
• Assist in implementing customer strategic initiatives and operational improvements.
• Coordinate with internal teams to ensure service expectations are met.
• Share market updates, best practices, and improvement opportunities with stakeholders.
• Support customer visits and operational meetings when required.
• Reporting & Data Analysis:
• Prepare operational reports and dashboards for customer and internal management.
• Ensure data accuracy, validation, and consistency across reporting platforms.
• Analyze operational data to identify trends, issues, and improvement opportunities.
• Provide insights and recommendations based on data analysis.
• Operational Oversight:
• Monitor shipment execution and operational performance .
• Coordinate with carriers regarding space, equipment availability, and operational issues.
• Monitor potential disruptions such as port congestion or vendor production delays.
• Support operational huddles and provide updates on shipment status and risk areas.
• Coordinate with internal teams to resolve operational issues impacting customer's purchasing order (PO)
• Key Competencies
• Customer focus
• Analytical thinking
• Problem solving
• Communication and coordination
• Operational knowledge in international logistics
• University's degree in Logistics, Supply Chain, Business Administration, or related field.
• 3-5 years' experience in logistics, ocean operations, or supply chain management.
• Experience handling key accounts or US retailers is preferred.
• Strong analytical and reporting skills (Excel, Power BI or similar tools preferred).
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Our working conditions
• Streamlined structures, fast decision making processes, attractive and innovative workplaces, own training centers and great team spirit.
• We focus on organic growth of our people and customers. Promotion from within and high retention of our employees and customers are essential to our success as a service and knowledge based organization.
• Behaviours:
• Adhere to the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Package: Expeditors offers excellent benefits
• Includes base salary, 13th month salary, and attractive bonus. The range will vary depending on the candidate's experience and is negotiable.
• Annual Leave
• Health Plan: Medical Package
• Accident Insurance
• Social, Health and Unemployment Insurance
• Mobile phone allowance, company car, Grab account,
• Training and Personnel Development Program
• All your information will be kept confidential according to Company guidelines.

Benefits

Additional Information

The Account Operations & Reporting Specialist will support the management of Global account by overseeing operational performance, providing reporting and insights, and ensuring a high level of customer experience. This role works closely with internal operations teams and the customer to ensure smooth execution and continuous service improvement. Position Reports To : Manager - Order Management.

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