Ocean Export Lead Agent

Scope of Position:

Assist Manager and Supervisor with all aspects of the Ocean Export Department, while ensuring the proper and timely movement of freight, while providing an exceptional customer service.

KEY RESPONSIBILTIES

Operations:

• Ensure smooth and timely freight process flow.

• Prepare various documents for international transportation.

• Ensure accurate and timely client and vendors billing and data entry into our operating system. 

• Interact with our customers in arranging their international export shipments, meeting customer service standards. 

• Understand department process flow, constantly looking for areas to improve efficiency. 

• Ensure all customers standard operating procedures are followed as per Customer SOP. 

• Monitor shipment reports to ensure total customer satisfaction.

Support the Supervisor in the following areas: 

• Allocating workloads within team to ensure smooth operations during peak activity or staff absence. Monitoring workboards to ensure internal KPI’s are met e.g. timely data entry 

• Build and maintaining strong relationships with customers.  

• Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer. 

• Assist in retention calls and complete customer reviews with your regular customers to document in the CRM. 

• Monitor invoicing and BNP report where needed. 

• Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.  

• Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team. 

• Promote productivity tools within the team (e.g. using workboard, invoice processing, expo) 

• Be continuously open and positive to implementing new system changes and enhancements with the team. 

Business Development

Assists department leadership with department growth through involvement in sales, transition and implementation, and retention programs. Understand and execute upon all mutually agreed upon customer expectations, metrics, procedures and instructions. Provides excellent internal and external customer service. Builds good relationships with customers. Supports local customer retention and development program efforts. 

Employee Development

In conjunction with department leadership, properly on-boards team members and ensures team members have clear expectations. Provides frequent feedback that is timely, accurate and honest. Participates in regular one-on ones and annual reviews for employees. Works with department leadership to create a team environment of continuous training and development. Manages workload. Ensures employees complete 52 hours of relevant training each year and that required training is completed timely. Fosters a climate of compliance within the team, including company culture, internal policies and government regulations. Promotes employee engagement and team vision, commitment and trust. Develops a #2. 

Financial Excellence

Assist department leadership with analyzing financial transactions related to both revenue and cost for accuracy and timeliness. 

Operational Excellence

In conjunction with department leadership, monitors and improves product District Excellence and Global Business Operations metrics tied to their service. Consistently meets department's operational standards, Develops a high level of operational proficiency in process, systems and tools. Works with team to achieve a high levels of consistency. 

Physical Demands 

• Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.   

• Write with pencil/pen/marker   

• Functions performed primarily while seated at desk