Agent/Lead Agent - Ocean Export Customer Service

Summary Description

Assist Supervisor/Department Head with all aspects of the Department, while ensuring the proper and timely movement of freight.

Responsibilities & Duties:

• Ensure smooth and timely freight process flow.
• Ensure accurate and timely data entry into our operating system.
• Track and trace Ocean Export files.
• Ensure timely clearance and delivery of freight to customer for all shipments.
• Ensure documents are sent timely and arrival notices communicated to destination for Export shipments.
• Ensure accurate and timely client and vendor billing.
• Interact with our customers in arranging their international shipments, meeting customer service standards.
• Meet 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 efficiency.
• Ensure all customers standard operating procedures are followed and updated in the customer Standard Operating Procedure (SOP).
• Meet KPI standards, as per the company’s procedures.

Support the Supervisor/ Manager in the following areas:

• Allocating workloads, monitoring workboard to ensure internal KPI’s are met e.g. timely data entry
• Build and maintaining strong relationships with customers
• Assist the manager and supervisor 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 company system
• Monitor invoicing and other company's 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
• Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
• 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 your team.