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Full-time Company Description We take care of our employees, and they take care of our customers! Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our Mission We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us! Job Description 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 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. 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. Operations and Customer Service Fully understand and properly monitor all operational aspects of the Customs Brokerage department. This includes ensuring internal metrics, external KPIs, and operational process standards are met. Set the standard for outstanding customer service and ensure that all client expectations are met according to the KPIs outlined in customer Standard Operating Procedures. Ensure quality is held to the highest standard for all filed declarations. Complete audits based on management expectations. Ensure customer-specific reports are distributed per customer requirements outlined in SOP. Lead daily huddles to ensure team cohesion. Innovate and embrace a culture of constant improvement. Personnel Development and Team Organization Responsible for working with product management to create a culture of continuous employee development, including the completion of the all training requirement by all employees. Expected to mentor and train all agents to prepare them for the next step in their careers. Complete Monthly One on One’s with individual team members and 6 month performance review. Ensure completion of annual PDPs by all employees. Manage staffing to accommodate holidays, compensation, weekend, and evening shifts. Facilitate training to ensure proper backup to handle staff changes Finance Assist the product manager and accounting staff with collections (A/R), payables, (A/P), BNP, and reserves. Work with billing agents to ensure billing accuracy and timeliness. Compliance Work with Customs Compliance Management and Customs Brokerage Management to ensure customs brokerage activity is in compliance with company policies and standards. Ensure complete compliance with European Union Customs Compliance laws and regulations and global compliance standards. Ensure drawbacks requests are completed within 72 hours. Pro-active involvement with monthly Customs meetings. Assist supervisor with system enhancement and process change roll-outs Transition and Retention Work with Sales Team, Supervisor, Manager, and Customer Retention team to facilitate a proper client onboarding process. Understand and execute according to customer’s KPIs. Ensure that all client SOPs are complete Maintain strong relationships with all clients to ensure retention. Performance Expectations and Evaluation Criteria Reaching 90% consistently on time performance on CHB deployment by Q2 Reaching 95% consistently on time performance on entry submission of 3 hours on Export and Import by Q4 Meet 98% declaration accuracy consistently by Q3 by pre-submission audits, CIL list and domproc error report. Increase productivity by 20% by the end of the year - exception management, process review and tools and systems. Ensure monthly one-on-ones are completed with full team Ensure valuable yearly reviews and PDP’s are completed with full team Ensure each team member calls a minimum of 5 of the assigned clients on a quarterly basis and have the minutes recorded in CRM Qualifications KNOWLEDGE, SKILLS AND BEHAVIOURS: Knowledge: Expeditors company policies and procedures knowledge A good understanding of Expeditors’ products, services and systems Strong market and competition knowledge Good knowledge of customs brokerage process and system essential Good knowledge of customs legislation, especially with regards to classification, valuation and origin Understanding of ocean, transcon and air documentation process Knowledge of air, road and ocean transport Good knowledge of incoterms Hazardous Materials certification (preferred) Well rounded knowledge of the customs tariff and customs system Working knowledge and experience of the customs regulations Skills: Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results. Pro‑active, strong organizational skills. The ability to troubleshoot and solve problems quickly and effectively The ability to maintain privileged relationships with the customs authorities Behaviours: Emotional resilience Self‑reflecting and open to feedback Initiative and ability to work in autonomy Role model of integrity and pride for all employees Proven leadership attitude and background TRAINING AND QUALIFICATIONS: Training Requirements: Meet company standards of 52 hours training per year, including as needed management/leadership training Education and Experience: Minimum 3-5 years of Customs Broker’s experience including a minimum of 1-2 years in a management level Additional Information Expeditors offers excellent benefits Features above the law Life insurance Insurance of major medical expenses Employee Stock Purchase Plan Training and Personnel Development Program All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr