Air & Ocean Export Agent

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but 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.

• 15,000 trained professionals
• 250 locations worldwide
• Fortune 500
• Globally unified systems

Scope of Position

Ensure timely and accurate movement of freight and information, while promoting an exceptional customer service within the air & ocean exports area, exemplifying team work by supporting peers, and complying with all regulations, procedures and policies applicable for the air and ocean exports products and the company overall.

Key Deliverables

• Proactively monitor the following key metrics to achieve the expected results:

• Customer Loyalty
  • Customer SOPs updated in a timely manner.
• Operational Performance
  • Complete 52 hours training per year (4.33 per month).
  • OPS/OPA properly follow up.
  • OSD properly follow up.
  • Support billing accuracy: ETMS
  • Edoc timely updates and recordkeeping.
  • Track and Trace all active shipments daily.
• Service provider management (SPM)
  • Service provider monitoring.
  • SPM tools and resources usage.
• Data Quality
  • EDI proper usage.
  • EDE timely resolution (Within 5 Calendar Days).
  • District Excellence understanding and execution.
• Security Health and Safety
  • Safety & Security Policies
• Compliance
  • Transportation Security Administration (TSA).
  • Federal Maritime Commission (FMC)
  • Trade Partners.
  • Export Clearance Regulations.
• Finance
  • Expeditors’ credit policy.
  • Service Provider Payments (ACH & Check).
  • Revenue recognition.
  • DAP/DDP Policy (FDS)
  • Incoterms (Prepaid/Collect)

Customer Service

• Courteous and professional communication with customers and coworkers.
• Timely notification to customers of potential delays related to services rendered.
• Timely and accurately respond to all customer and internal requests with reliable information. No e-mail should go unanswered over 24 hours. Urgencies typically require <1 hour response. Monitor and work on priorities.

Air & Ocean Exports Agent job responsibilities:

• Understand Expeditors’ policies, mission, vision, and culture.
• Understand Expeditor’s general procedures and quality expectations (District Excellence).
• Understand the Air & Ocean exports process flows per Expeditors’ Operational Performance Standards (OPS), and always be in the lookout for better practices to improve operational performance, efficiency and productivity.
• Ensure accurate and timely data entry into Expeditors’ system, per Operational Performance Standards (OPS).
• Understand and execute in accordance to the air and ocean exports department’s systems and tools – including but not limited to:
  • Air & Ocean Exports Lateral
  • Air & Ocean Exports Workflows
  • ETMS – Export System
  • EDOC – electronic library
  • Exp.o customs
  • Exp.o GCI
  • All air & ocean export’s automated reports – related to OPS, OPA, shipment processing, and shipment status. (Refer to all available reports in AO Exports Automatic Internal Reports)
• Ensure the highest level of customer service per Expeditors Standards.
• Ensure all customer’s standards operating procedures are in place and updated in Expeditors’ Customer SOP database and execute accordingly.
• Develop a professional relationship with customers, ensuring that all of their shipments are received on a timely manner, showing that we are taking care of their interests at all times.
• Keep customers properly and timely informed about the status of their shipments. All customer requirements must be answered within one hour. In cases where the request can’t be fulfilled, customer must be informed within the same period.
• Proactively interaction with all customers (internal/external), providing/collaborating with professional advise and/or suggestions on different alternatives that will facilitate shipment processing.
• Proactively interaction with assigned customer’s broker (internal/external) for a timely competition of applicable customs processes – when applicable.
• Contribute to maintain good relationships with all internal and external suppliers/service providers (Brokers, Airlines, Steamship lines, trucking companies and any others involved).
• Understand and support our service provider management processes and procedures.
• Contribute and maintain a positive team work environment, working actively as a team and supporting our network (internal/external).
• Proper interaction with operations peers, pricing and/or other Expeditors’ offices (destination offices, gateways, etc.)
• Properly escalation of issues to immediate supervisor and/or manager, or any other required team with the adequate expertise, as example, compliance, accounting, etc.
• Understand and execute according to all compliance requirements at all times. Following all applicable regulations for Expeditors and the US government – including but not limited to:
  • Trade compliance
  • TSA
  • FMC
  • In bonds
  • Export Clearance
• Understand and correctly execute our credit policy.
• Protect air and ocean exports finances, avoiding billing and/or accounting issues (BNP, AR, AP, AJAX, etc.), by a correct execution and processing of all shipments – including but not limited to Free Domicile, F2F, etc.
• Ensure service provider timely payments when needed, following our ACH or Check request process.
• Complete Expeditors’ required benchmark and mandatory trainings, preferably with topics related to the air and ocean exports position – 52 hours per year, 4.33 hours per month.
• Correct utilization of company’s resources.

Electronic Export Information (EEI) Agent Responsibilities:

• Ensure smooth and timely customs process flow.
• Ensure accurate and timely data entry into our operational system.
• Track and Trace Customs Files and reporting.
• Understand all the elements of the export customs Desk Level Operating Procedure and correctly interpret this information to fulfill our customer´s instructions and expectations.
• Transfer customs declaration information from documents, or other sources into the customs AES system to allow for the build of a valid customs declaration
• Assist with verification of customs declaration information and the submission of such to the customs authority
• Meet compliance at all times to regulations internal and external in accordance with government regulations.
• Understand department process flow, and looking for best practices to improve operational efficiency and productivity.
• Ensure all customers standard operating procedures in place and updated in the DLSOPs.
• Meet KPI standards in accordance with Company’s procedures: EEI Filing 15-45 mins., within 3 days if Post-departure.
• Overseas communications, timely responses to emails and requests (internal & external)
• Escalation of problems to Management when necessary.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• EDMA resolution no more than 24 hrs. from the time of notice.
• Zero Compliance Alert due to Operations fault.
• Take ownership of accounts assigned.

Skills and experience reburied to be the most effective in this position.

• 6 months to 1 year of experience in International Transportation, or equivalent combinations of education and experience.
• Degree (preferred): Bachelor's degree in Import/Export, International Trade or equivalent.
• Effective interpersonal skills, including proven abilities to listen, comprehend, communicate clearly and concisely to obtain positive results.
• Solving problem oriented.
• Pro-active.
• Strong customer service skills
• Strong organizational skills
• Good computer skills (Microsoft Office).
• Advance English (Written and spoken).
• Understanding of air & ocean export process(Preferred).
• TSA certified (Preferred).
• Hazardous materials certification (Preferred).
• Good computer skills, and ability to learn new programs and tools including knowledge of all Microsoft Office applications.
• Flexible schedule.
• Ability to complete work within standard procedures, guidelines and office policies.

All your information will be kept confidential according to EEO guidelines.