Lead Agent - Order Management, Booking

Key Responsibilities:

People:

• Monitor and allocate workloads within OM Booking team to ensure balanced operation.
• Provide support, direction, and training in regulatory & procedural matters to department staffs in accordance with Expeditors policies and SOP.
• Ensure employees understand customer SOP through interview and files audit.
• Communicate department goals and expectations with team to ensure buy-in and accountability.

Operations:

• Process shipments in system as per customer SOP and OPS.
• Perform new service provider vetting before submitting bookings.
• Adhere to Expeditors standard communication guidelines.
• Ensure OM Workflows, and other exception reports are managed daily.
• Verify carriers booking confirmation, and enter sailing schedule into system prior to SO release to shippers.
• Set up and communicate correct SI VGM CFS cutoff time for shippers.
• Manage CFS shipments according to department process.
• Forecast demand and assist department manager in preparing staffing plan.
• Meet compliance at all times. Operate in accordance with all internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or Customer SOP.
• Understand department process flow, constantly looking for areas of improved efficiency. Utilize tools as required and recommended by department manager.
• Create Vendor Manual for each client.
• Host team huddles to review and manage daily capacity to cater work demand for the day.
• Audit files periodically to ensure data quality and work with the team on meeting operating process standards.
• Conduct root cause analysis, implement and monitor corrective actions effectively.

Customer:

• Assist department leadership in timely responding to requests for information.
• Participate in the transition of new business / updates to existing business.
• Assist in retention effort and complete customer reviews.
• Build and maintaining strong relationships with service providers and customers.

Finance:

• Proactively work to maintain and monitor invoice payment within terms.
• Accurate and timely billing of vendors and resolve accounting issues.
• Other tasks assigned by supervisor/manager.