Order Management (OM) Agent

Scope of Position

Assist the Manager and Supervisor with all aspects of the Order Management Department while ensuring the proper and timely movement of freight, maintaining shipment visibility, and providing exceptional customer service throughout the transportation lifecycle.

Operations:

• Ensure smooth and timely freight process flow.

• Ensure accurate and timely data entry into company operating systems.

• Track and trace Order Management shipments and files to maintain shipment visibility and milestone compliance.

• Utilize workflows and shipment management tools daily to effectively manage customer orders and transportation activity.

• Monitor shipment reports, exceptions, and pending items to ensure total customer satisfaction.

• Ensure timely clearance and delivery of freight for import shipments.

• Ensure documents and shipping instructions are transmitted accurately and timely for export shipments.

• Ensure accurate and timely client and vendor billing.

• Manage intercompany invoice processing and follow-up on discrepancies.

• Interact with customers regarding shipment status, transportation requirements, and exception management while meeting customer service standards.

• Build and maintain strong relationships with carriers, trucking companies, warehouses, and other service providers.

• Meet compliance requirements at all times, including Operational Process Standards (OPS), customer-specific requirements, audit standards, and applicable government regulations.

• Understand department process flow and continuously seek opportunities to improve efficiency, visibility, and service quality.

• Ensure all customer Standard Operating Procedures (SOPs) are followed and maintained within the DLSOP.

• Work with the team to achieve KPI standards in accordance with company procedures.

• Maintain effective overseas communications and provide timely responses to internal and external requests.

• Escalate shipment delays, service failures, compliance concerns, or customer-impacting issues to the Supervisor or Manager when necessary.

• Promote compliance by following all company policies, procedures, and ethical business standards while performing responsibilities with integrity and professionalism.

Support the Manager and Supervisor on the following areas: 

• Daily review of workflow, shipment queues, exception reports, and operational reports.

• Support operational initiatives focused on customer satisfaction, shipment visibility, KPI performance, and process improvement.

• Assist with identifying shipment bottlenecks, service failures, and operational issues requiring management attention.

• Build and maintain strong working relationships with customers, carriers, vendors, overseas offices, and internal departments.

Finances

• Proactively support the maintenance and monitoring of account payments within 30 days.

• Ensure company credit procedures are followed and utilized effectively.

• Ensure accurate and timely customer billing in accordance with company and customer requirements.

• Ensure accurate and timely vendor billing and assist with resolving accounting discrepancies.

• Manage intercompany invoicing and support resolution of accounting discrepancies.

• Monitor accounts payable and receivable activities utilizing available reports and tools.

• Review shipment costs, charges, and provisions for accuracy prior to file closure.

• Support proper credit approval processes to minimize risk and protect company interests.

Sales / Retention

• Assist the Manager and Supervisor in responding timely to customer requests for information, shipment updates, and transportation solutions.

• Participate in the transition of new business and updates to existing customer programs.

• Support customer retention efforts through proactive communication and service excellence.

• Assist with customer reviews and ensure relevant information is documented within CRS.

• Promote a positive customer experience through professional, responsive, and solution-oriented service.

• Proactively identify opportunities to improve customer satisfaction and operational performance. 

People

• Support the Supervisor and department as needed.

• Be a team player and support colleagues and internal customers with timely information and assistance.

• Build and maintain positive working relationships with customers, service providers, overseas offices, and internal departments.

• Actively participate in training and professional development opportunities.

• Demonstrate accountability, professionalism, and a customer-focused mindset in all daily activities.

• Contribute to a collaborative, inclusive, and positive team environment.

Systems

• Utilize workflow management tools, shipment visibility platforms, operational reporting tools, and other company productivity systems.

• Ensure accurate and complete shipment information is maintained within company systems.

• Be open to implementing new system enhancements and process improvements.

• Support technology initiatives designed to improve shipment visibility, operational efficiency, and customer service.

• Identify opportunities for process and system improvements and communicate recommendations to leadership.

Culture

 

• Proactively promote the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

• Demonstrate a commitment to exceptional customer service, operational excellence, and continuous improvement.

• Foster a collaborative, respectful, and professional work environment.

• Promote a culture of accountability, teamwork, compliance, and integrity.

• Act as a positive representative of Expeditors both internally and externally.