Air Import, Customer Service Agent

Company DescriptionWe 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 MissionWe 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!Job DescriptionScope of Position: Provide exceptional customer support for air import shipments, ensuring timely updates and resolution of service issues.Key Responsibilities:Act as the primary point of contact for customers regarding air import shipments. Provide proactive status updates and respond to inquiries promptly. Coordinate with operations, carriers, and customs brokers to resolve service issues. Handle escalations and communicate solutions effectively. Maintain accurate records of customer interactions and shipment details. Support continuous improvement initiatives for customer experience. Position Schedule: Monday-Friday 08:00 AM – 05:00 PMMajor Duties and Responsibilities:Ensure smooth and timely freight flowEnsure accurate and timely data entry into our invoice / operating systemComplete billing reports on daily basis (INB, F2F, FDS, Settlement Report)Ensure documents are timely sent to customer or broker for customs purposesEnsure timely delivery/dispatch of freight to customers for Import shipmentsUse Air Import Workflows on daily basisInteract with our customers in arranging their international shipments, meeting customer service standardsFollow up on customer emails showing exceptional customer serviceContribute to maintain strong relationships with suppliers (airlines, trucking companies, and others)Ensure compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer's policies / requirements. Understand department process flow, constantly looking for areas of improved efficiencyEnsure all customers' standard operating procedures are followed and updatedMeet KPI standards, as per the company proceduresOverseas communications, timely responses to emails and requests (internal and external)QualificationsMinimum Qualifications:High School Degree or equivalent requiredSuccessful candidates must pass a background checkMust be legally authorized to work in the United StatesMust not require future sponsorship for employment visaFluent in English, both written and verbalMust have the ability to work overtime in support of the department’s needsMust be able to commute to the city of Hawthorne, CAComfortable with numbers and basic mathematical skillsComfortable working in a Example: professional business environmentDesired Qualifications:Associates or Undergraduate Degree PreferredGood computer skills (Word, Excel, and familiarity with PowerPoint)Ability to multi-task and prioritize throughout the workday while remaining focused and organizedDemonstrated ability to be proactive in thought and actionStrong organizational skillsAnalytical with a strong attention to detailEffective interpersonal skills, including proven ability to listen, comprehend, effectively communicate clearly and concisely to obtain positive resultsAbility to work independently and in a collaborative team environmentWilling to pitch in and help on last minute projects or assist team membersExcellent written, verbal, and interpersonal communication skillsHas a demonstrated strong work ethic, and reliabilityStrong communication and problem-solving abilities. Knowledge of air import processes, documentation, and regulations. Ability to manage multiple priorities in a fast-paced environment. Customer-focused mindset with conflict resolution skills. Proficiency in tracking systems and MS Office tools. Additional InformationReporting StructureSupervisor and ManagerExpeditors Offers Excellent BenefitsPaid Vacation, Holiday, Sick Time Health Plan: Medical, Prescription Drug, Dental and VisionLife and Long Term Disability Insurance 401(k) Retirement Savings Plan (US only)Employee Stock Purchase Plan Training and Personnel Development ProgramAll your information will be kept confidential according to EEO guidelines.The hourly rate for this position is $19-$28 per hour