Agent, CLS Customer Service

This Agent position is for a role in Expeditors’ Critical Logistics Services Customer Service Team (CLS CS). The Critical Logistics Services Customer Service Team provides support for a number of Expeditors’ largest customers in the aviation, automotive, pharmaceutical, retail and technology industries. The team provides oversight of critical logistics shipments, aircraft on ground shipments and other specialized logistics service offerings, such as monitoring temperature-controlled shipments. The Critical Logistics Services Customer Service Team works with a wide variety of customers, service providers and district operations internationally to deliver transportation visibility to our customers with exceptional customer service.  Your main responsibility will be to become a subject matter expert for each of your customers and to ensure we are executing at the highest levels of service for our customers.To be successful in this role you must have strong interpersonal skills. You will be responsible and accountable for delivering exceptional customer service across all your accounts. The role will mainly entail : tracking and tracing customer shipments, bookings, critical shipment oversight, and proactive communication with Expeditors districts and service providers to ensure that customers are provided with timely and accurate information. Major Duties and ResponsibilitiesPromotes company culture, ensuring a positive workplace environmentProvides quality customer service, answering customer enquiries, handling customer complaints while managing any form of escalationHave a sense of urgency mindset to ensure customer expectations and service requests are answered timely and accuratelyCentral point of contact of our customers service requests providing reporting, visibility and leading calls to ensure customers are updated on the status of their shipmentsCoordinate with Expeditors districts to gather information on customer shipments and ensure communicated back to customers