Enter the introduction paragraph(s).

Responsibilities:

• DUTIES AND RESPONSIBILITIES

  The duties and responsibilities of this position consist of, but are not limited to, the following:

  Maintain Operational Excellence:

• Maintain Operational Excellence for themselves and coach the team around Operational standards

• Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally

• Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.

• Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.

• Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead

• Act as a team lead supporting the team supervisor

• Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction

• Coach and train others on pricing strategies

• Facilitate Relationships:

• Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers

• Develop & coach team members and assist with new employee onboarding

• Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed

• Promote a positive working relationship for all team members

• Act as a key customer contact and subject matter expert

• Lead by example when it comes to customer outreach, retention, and expansion

• Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives

• Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads

• Monitor customer shipments trends and its impact to our processes and operation

• Other Activities:

• Support and/or Create new team efficiencies and processes

• Participate in customer visits, assist in evaluating the account

• Ensure customer SOPs are maintained and adhered to

• Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue

• Provide support to Sales Executives and Account Managers for customer reporting

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

• Required:

• High school diploma or GED

• 3-5 years of Global Forwarding industry experience

• Advanced proficiency in Microsoft Office Suite of programs

Preferred Qualifications:

• Preferred:

• Associate’s or bachelor’s degree from an accredited college or university in a related field

• 6-8 years of Global Forwarding industry experience

• Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)

• Excellent communication and customer service skills

• Proactive, ambitious, hardworking, analytical mindset

• Positive leadership skills and presence within the team (positive attitude, team player, flexibility)

• Strong prioritization and multi-tasking skills

• Ability to directly and decisively resolve problems

• Refined written and oral communication skills

• High level of flexibility as priorities and needs change daily in our business

• Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term

• High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges

• Values a diverse and inclusive work environment