Ciudad de México | Ocean Import - Customer Service Representative

SUMMARY DESCRIPTION:Ensure timely and accurate movement of freight and information, while providing an exceptional customer service within the Ocean Import Department.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 DevelopmentParticipates 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 AccountingInvoices 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 EntryEnsures 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 ProcessingEnsures 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. MAJOR DUTIES AND RESPONSABILITIESEnsure smooth and timely freight process flowEnsure accurate and timely data entry into our operational systemTrack and Trace Ocean Import FilesUse Global Ocean Import Wokflow Monitor on a daily basisEnsure documents are timely sent to customer or broker for customs purposes.Ensure accurate and timely client and vendors billing.Interact with our customers in arranging their international shipments, meeting customer service standards.Contribute to maintain good relationships with suppliers (Shipping lines, trucking companies and others involved).Meet compliance at all times to regulations internal and external in accordance with government regulations.Understand department process flow, and looking for best practices to improve operational efficiency and productivityEnsure all customers standard operating procedures in place and updated in customer SOP.Meet KPI standards in accordance with the Company’s procedures     Overseas communications, timely responses to emails and requests (internal and external)Escalation of problems to Management when necessaryPromote compliance in diligently following all company policies and regulations and performing the task at hand with oustanding integrity and pride. Meets company standards of 52 hours training per year per employee.Attend training classes when required.Complete mandatory training when required.Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride. Adhere to the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.