Customer Service Agent, Cargo Signal

Company Description

Expeditors is a global logistics company headquartered in Seattle, Washington. A Fortune 500 company, Expeditors employs over 15,000 trained professionals in a worldwide network of over 250 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Cargo Signal, a wholly-owned subsidiary of Expeditors, offers global control and oversight of the location and condition of products moving through the supply chain. Through active, real-time monitoring using advanced cargo sensors, our team of security and logistics professionals keeps an eye on shipments in transit and takes steps to respond based on customer priorities.

Job Description

As a Customer Service agent, you will be the first point of contact for Cargo Signal customers worldwide. You’ll directly interact with Cargo Signal customers and service providers by e-mail, chat, and phone. You will receive orders, answer questions, and solve problems, while maintaining our company's reputation for high-quality service. Customer Service agents input and update shipment tracking information in Cargo Signal’s software platform. This includes using software to make route plans on maps and configured tracking devices. You will help us launch Cargo Signal’s operation in Latin America. You will be part of our global Cargo Signal Command Center team, collaborating with logistics experts based in North America, Europe, and Asia. Together, we provide 24/7 support and monitoring services to ensure seamless operations. You'll have the opportunity to contribute to the success of a dynamic and innovative company. Come join our team and grow with us.

Responsibilities

• Manage customer communication by e-mail, phone, and chat. Understand complex requests and respond promptly and professionally.
  • Provide information on shipments, Cargo Signal services, account details, and basic troubleshooting.
  • Resolve customer issues within established guidelines, escalating complex problems to appropriate teams when necessary.
  • Provide friendly and professional customer service, ensuring a positive customer experience.
• Accurately input customer data into Cargo Signal systems, including order details, shipment information, and notes regarding customer interactions.
  • Copy information from documents or other sources into the monitoring software, ensuring accurate and timely data entry.
  • Verify data accuracy by cross-checking information against source documents and resolving discrepancies.
  • Maintain data cleanliness by identifying and correcting outdated or inaccurate information.
• Track and trace shipments using internal and external applications and by telephone/e-mail to service provider.
• Understand standard operating procedures and correctly interpret this information to fulfill customer instructions and expectations.
• Develop relationships with key customers to promote customer satisfaction and retention. Report customer feedback to management, including any signs of customer dissatisfaction.
• Actively monitor shipments to ensure compliance with customer requirements.
• Respond to emergency alarms and exceptions according to company procedures.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• Maintain confidentiality of sensitive customer data.
• Help build a positive local team environment integrated into our global 24/7 Command Center team.

Qualifications

Required Skills:

• High level of English fluency (written and spoken). This is a MUST.
• Excellent typing skills: Ability to input data quickly and accurately with high attention to detail.
• Strong communication skills: Clear and concise verbal and written communication to effectively interact with customers and document interactions.
• Customer Service focus: Demonstrated ability to provide excellent customer service and resolve issues in a timely manner.
• Technical proficiency: Familiarity with Microsoft Office, web-based map software, GPS trackers, and cellular networks.
• Problem-solving skills: Ability to identify and address customer issues effectively.
• Organizational skills: Ability to prioritize tasks and manage a high volume of e-mails and data entry efficiently.

Desired Qualifications:

• History of reliable and punctual attendance.
• Logistics experience (air, ocean, trucking, distribution, risk management).
• Aptitude for resolute questioning to find the root cause when given incomplete information.
• Sense of urgency and quality-obsessed approach to timely and accurate information.
• Positive and willing-to-help attitude.
• Must exude and promote Expeditors cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
• Additional language skills a plus.

Additional Information

Cargo Signal is a 24/7/365 operation. Weekend, holiday, and evening work may be required. 

Schedule: Monday – Friday, Start time between 06:00 - 07:30, end time between 15:00 - 16:30.

Additional Information

Expeditors offers excellent benefits:

• Employee Stock Purchase Plan
• Training and Personnel Development Program