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Distribution | Customer Service Representative | Salamanca Gto.

hace 4 meses

Salamanca, México Expeditors A tiempo completo

Job Description

SUMMARY DESCRIPTION:

To support the distribution manager in the smooth running of the department within the branch and in the market place through focus on Operations, Finances, Sales, People, Systems, and Culture in adherence to the company’s policy and procedures.

KEY RESPONSIBILITIES:

EXPEDITORS CORE COMPETENCIES

Exceptional Customer Service

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. 

This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution

Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations. 

Reliability

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

Culture

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Personal Growth and Development

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

AGENT CORE COMPETENCIES

Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Timely and Accurate Data Entry

Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.

Timely and Accurate Shipment Processing

Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.

Responsibilities:

Daily process and input of all customer orders and distribution accounts. Provide daily operational reports that are accurate and timely. Run stock reports to check for product availability.  Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests and posts inventory records.  Perform accurate and timely data entry for receiving order allocation, shipping and inventory management.  Rate domestic transportation bills. Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary.  Trace orders as required and notifies customers of any activity concerning their order. Ensure accurate and timely client and vendors billing. Maintain damage records and backorder logs.  Handle returned merchandise in an efficient manner and ensures proper credit is given to the customer. Input all receipts, putaways, moves, picks, shipments, and cycle counts. Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders. Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner. Report customer feedback to management, including any signs of customer dissatisfaction.  Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit information.  Contribute to maintain strong relationships with vendors (trucking companies, and others). Provide support with other miscellaneous projects, filing and research. Maintain a current and accurate DLSOP that details the processing requirements for each account.  Answer phone calls according to Expeditors standards. Always meet compliance to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements. Meet KPI standards, as per the company’s procedures. Ensure smooth and timely freight process flow. Track and Trace Air Export Files and reporting. Use Tree View on daily basis. Ensure arrival notices are communicated to overseas and customers. Interact with our customers in arranging their international shipments, meeting customer service standards. Understand department process flow, and looking for best practices to improve operational efficiency and productivity  Overseas communications, timely responses to emails and requests (internal and external) Escalation of problems to Management when necessary  Attend training classes when required and meet company standards of 52 hours training per year per employee.  Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.

Qualifications

KNOWLEDGE, SKILLS AND BEHAVIOURS:

Knowledge:

Expeditors company policies and procedures.  Expeditors products and services

Skills:

Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. Pro-active, strong organizational skills. Good Microsoft Office skills Fluent English (Advanced)

Behaviours:

Adhere to the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

TRAINING AND QUALIFICATIONS:

Training Requirements:

Meet company standards of 52 hours training per year

Education and Experience:

Education (preferred level) high school degree 2 years related experience and/or training; or equivalent combination of education and experience. Previous experience in inventory control and/or distribution operations