Customer Service Agent, Expeditor

DSV - Global transport and logisticsIn 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, we add value to our customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. We work every day from our many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Our reach is global yet our presence is local and close to our customers. Read more at www.dsv.comLocation: USA - Mesa, W. Southern AveDivision: SolutionsJob Posting Title: Customer Service Agent, ExpeditorTime Type: Full TimeSUMMARYThe Customer Service, Expeditor is responsible for supporting the Customer Service department in tasks as needed. The position requires the Customer Service, Expeditor to ensure on time deliveries and inform buyers of potential gaps in vendor performance. The Customer Service, Expeditor also supports the department with data base accuracy projects as required.ESSENTIAL DUTIES AND RESPONSIBILITIESThe Customer Service, Expeditor performs the necessary tasks that support customer quote and order management with the desired result of meeting or exceeding client expectations. This function serves as the primary communication contact with the client.ESSENTIAL DUTIES AND RESPONSIBILITIESCommunicationActs as the point of contact for client requests and status updatesServes as the company interface between client and operationsManages day to day business relationship with clientEscalates any client concerns and internal concerns that may impact the supply chain to the Program ManagerQuote ManagementCoordinates client request for quotation (RFQ)Records and tracks RFQ to ensure timely responseReports weekly service level KPI'sOrder ManagementProcesses client purchase order (CPO) acknowledgement and subsequent updatesVerifies customer quotation (CQ)Creates sales orders (SO)Manages SO status to ensure corresponding PO's are released timelyIdentifies and communicates to client all discrepancies between PO and CQ and follows up to ensure resolutionEnsures due date commitments are aligned between the internal PO, SO and client POMonitors SO due date report to ensure shipments are shipped as planned and any late shipments are escalatedUpdates respective orders when deviations in due dates occur and requests reason why from Purchasing or Client when applicableDocuments reasons for deviations to develop Pareto on type of reason and sub-supplier for potential Supply Chain Analyst interaction/escalationExpedites to ensure adherence to client expectationFollows up on backordersReconciles client reporting requirementsPoint of contact for resolution of mismatches, invoice payment issues, exceptions/defect resolution, and collection on aged receivablesEnsures timely completion of receiving and shipping transactions and communication on exceptionsMonitors inventory on hand to ensure accuracy and sales order demandCoordinates One Source shipping scheduleGeneral SupportWorks with Finance and Purchasing as needed to collectively resolve any discrepancies and assist with invoice and payment resolutionRuns reports from ERP system and exports to Excel; reviews and analyzes data and responds accordinglySupports KPI management and reportingGenerates other reports as neededWorks in a team environment requiring interaction with Managers and other functional areasGuides new hires and interns during their training processOTHER DUTIES* Performs other duties as requiredSUPERVISORY RESPONSIBILITIESN/AMINIMUM REQUIRED QUALIFICATIONSEducation and/or Experience*Bachelor's Degree from an accredited college in a related discipline; or equivalent combination of education and industry work experience* 3 years of experience in a direct or cross functional capacity with client facing responsibilitiesSKILLS, KNOWLEDGE AND ABILITIESComputer Skills*Intermediate level in Microsoft Office Suite with demonstrated proficiency in Excel (Able to work with pivot tables, use lookup formulas, etc.)* ERP System ExperienceLanguage Skills*English (reading, writing, verbal)* Effective verbal and written communication skills.Mathematical Skills*IntermediateOther SkillsAbility to work as a team member and foster a cooperative work environment while also being an individual contributorEffective professional oral & written communications skillsAccuracy and attention to detailStrong customer service (internal & external customers) and interpersonal skillsExceptional customer service / customer relations skillsSelf-motivated, energetic and able to perform with minimal supervisionExcellent problem-solving skillsAbility to work in a dynamic team environmentAbility to organize and prioritize a variety of tasks and projectsOperates standard office equipment efficientlyPREFERRED QUALIFICATIONS* Customer service, purchasing or planning experience in a manufacturing companyPHYSICAL DEMANDSWhile performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance visionWORK ENVIRONMENTWhile performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.OTHER INFORMATIONThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contracts, implied or otherwise, other than an "at will" relationship.DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law. If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. DSV reserves the right to defer or close a vacancy at any time.DSV - Global transport and logisticsWorking at DSV means playing in a different league.As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let's grow together as we continue to innovate, digitalise and build on our achievements.With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers' needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.At DSV, performance is in our DNA. We don't just work - we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company - this is the place to be.Start here. Go anywhereVisit dsv.com and follow us on LinkedIn and Facebook.open/closePrint Share on Twitter Share on LinkedIn Send by email