Customer Service Lead jobs in Arlington, MA

Company Description

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 is to 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

Scope of Position

Lead day to day customer service activity by upholding accountability and excellence for distribution and drive efficiencies and process improvements. Work hand in hand with operations leads to ensure that customer service team is meeting needs of our customers.

Major Duties and Responsibilities - As contained in the Operational Process Standards manual

• Oversee the processing of distribution receipts and shipments per Operational Standards Process manual
• Drive implementation of workflow and exception management – hold team accountable to a clean workflow
• Oversee any branch/product DBO or GBO rollouts and actively engage in efficiency projects
• Drive effective customer service for all distribution accounts and mentor team to strive for best in class customer service
• Train peers as needed and oversee assigned staff per organization chart
• Be a driving force for the Distribution team in setting the standard for operational excellence and quality customer service
• Audit files – spot check areas of concern on an ongoing basis
• Monitor diligent notes on all hold items and returns
• Run metric reports, including Power BI Dashboards to trend and report on metrics
• Billing management, EDI efficiencies
• Mentor team and develop Up & Comers
• Drive daily huddles and meetings with staff
• Support Sales initiatives as needed and help to develop leads
• Integrate processes with warehouse day and night staff and strive for synergies within all products
• Support for inventory management and oversight
• Any other function deemed necessary by Manager

Qualifications

• Preferred 4 year college degree
• 1-2 years of Distribution and warehousing experience
• Must be able to stand or sit for prolonged periods (50% of the time)
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Fully proficient with various software applications (i.e. mainframe systems: Outlook, MS Word, MS Excel) preferably with a base knowledge of inventory control
• Strong work ethic, attention to detail and positive attitude
• Display ability to work independently with minimal supervision

Additional Information

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus