- Lead and manage the Export Customer Service team to deliver exceptional service to customers and internal stakeholders.
- Ensure customer inquiries, requests, complaints and escalations are addressed accurately and within established service standards.
- Monitor daily customer service activities and allocate workloads appropriately to support business demands.
- Drive customer retention through proactive relationship management, business reviews and service recovery initiatives.
- Serve as the primary escalation point for complex customer service issues and implement corrective actions as needed.
- Manage customer onboarding activities and support the transition of new business and updates to existing business.
- Build and maintain strong relationships with customers, vendors, carriers and internal network offices.
- Monitor customer KPIs, service commitments and operational performance metrics to ensure expectations are consistently met.
- Conduct regular customer reviews and document customer interactions, opportunities and service issues in CRM systems.
- Support sales initiatives through customer visits, quotations, customer presentations and retention activities.
- Collaborate with operational departments to ensure service excellence and alignment with customer requirements.
- Grow department revenue in line with District budget targets and management expectations.
- Review customer profitability, service costs and financial performance to identify improvement opportunities.
- Support BNP, AJAX, CLH and other financial reporting requirements to ensure clean financial accounting and compliance.
- Monitor accounts receivable and support collection efforts to maintain payment terms and cash flow objectives.
- Ensure timely and accurate billing practices are followed according to company and customer requirements.
- Promote compliance with company policies, Operational Process Standards (OPS), customer SOPs and applicable government regulations.
- Maintain a positive working relationship with the Trade Compliance Manager and support compliance initiatives and training efforts.
- Manage the transition process for the Export Department
- Identify and recommend process improvements to increase efficiency, service quality and customer satisfaction.
- Ensure all customer SOPs are documented, maintained and reviewed regularly.
- Plan and lead department huddles, team meetings, performance discussions and customer service strategy sessions.
- Conduct employee performance evaluations, one-on-one meetings, coaching sessions and career development discussions in alignment with the 3+1 Initiative.
- Develop supervisors and key staff members while maintaining succession plans and department continuity.
- Monitor overtime, productivity, staffing levels and resource allocation to maximize department effectiveness.
- Maintain awareness of market conditions, transportation trends, customer requirements and industry developments.
Physical Demands
- Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.
- Write with pencil/pen/marker
- Functions performed primarily while seated at desk
- Global logistics industry knowledge
- Proven customer service leadership experience.
- Good computer skills (e.g., MS Excel, MS Word)
- Fluent in English
- Proven problem solving, interpersonal, communication and leadership skills
- 4 years of industry specific knowledge
- Graduate of IATA/FIATA introductory course (preferred)
Expeditors offers excellent benefits:
- Paid Vacation, Holiday, Sick Time
- Health Plan: Medical
- Life Insurance
- Employee Stock Purchase Plan
- Training and Personnel Development Program
- Growth opportunities within the company
- Employee Referral Program Bonus
- Annual Pay Range $65,000 - $80,000, based on experience