Client Services Specialist
hace 2 semanas
The Brokerage Service Center Agent is responsible for delivering exceptional operational performance, showcasing technical proficiency, and providing outstanding customer service. This role is pivotal in driving efficiency and aligning with our Vision and Mission Statement, ensuring our commitments to customers are fulfilled.
Key Responsibilities
To achieve desired outcomes, the following key metrics must be actively monitored:
- Employee Satisfaction
- Complete 52 hours of training annually (approximately 4.5 hours monthly).
- Timely completion of all mandatory training sessions.
- Operational Effectiveness
- Product OPA Audit Results – Maintain performance at the highest standards.
General Duties
- Embody and promote our Culture, Mission, and Goals.
- Adhere to the 10 Critical Success Factors.
- Foster healthy cross-functional relationships and a collaborative work environment.
- Comply with the Dress Code Policy.
- For new hires, ensure completion of the New Hire Operations Training.
- Take ownership of personal development; set, track, and achieve your development goals.
Operational Responsibilities
- Adhere to company controls, policies, and procedures, including credit policies.
- Utilize all Expeditor systems and tools effectively.
- Ensure compliance with Customer JOB AID SOP expectations.
- Participate in meetings as required.
- Ensure timely and accurate logging of files with appropriate codes, trace types, and events.
- Respond to emails and correspondence promptly (within 1 hour) and professionally.
- Meet KPI Standards in line with Company processes (OPS).
- Contribute to operational effectiveness and adhere to District Excellence metrics relevant to your role.
- Escalate issues to Lead, Supervisor, or Manager as necessary.
Health, Safety, and Security
- Immediately report any unsafe conditions or incidents to the Branch's Health and Safety representative.
Qualifications
To excel in this role, candidates should possess the following skills and experience:
- 3 months to 1 year of relevant experience in data entry and/or training; or an equivalent combination of education and experience (preferred).
- Strong customer satisfaction orientation.
- Excellent interpersonal and communication skills, with the ability to engage at all levels through written and oral communication.
- Ability to develop and maintain professional relationships with clients, service providers, and colleagues.
- Strong time management skills and attention to detail.
- Ability to work within established procedures, guidelines, and office policies.
- Self-motivated and driven.
- Proficient computer skills (Excel, Word) and the ability to learn new systems and tools.
- Fluency in English at 60% proficiency.
- Team-oriented mindset.
- Commitment to embodying our culture consistently.
Additional Information
All information will be kept confidential in accordance with EEO guidelines.
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