Description

As an Order Management Lead Agent, you will ensure the accurate and timely movement of freight and information while delivering exceptional customer service. In this leadership‑oriented role, you will support the Supervisor by coordinating team activities, monitoring internal performance metrics, and driving service excellence across the Order Management department.

You will act as a subject-matter resource for the team, guide junior agents, and promote continuous improvement to enhance operational efficiency and customer satisfaction.

Key Responsibilities

Operations & Customer Service

• Ensure timely and accurate movement of freight and shipment information.
• Maintain smooth and efficient shipment process flow.
• Ensure all customer SOPs are followed consistently.
• Complete accurate and timely data entry into the operating system.
• Monitor shipment reports and proactively address issues to ensure customer satisfaction.
• Conduct retention calls and complete customer reviews, documenting outcomes in the CRM.
• Provide exceptional customer service to clients by handling inquiries and requests professionally.

Leadership & Team Support

• Support the Supervisor in:
  • Allocating workloads and monitoring workboards to ensure internal KPIs are met (e.g., timely data entry).
  • Conducting retention calls and managing customer interactions.
  • Monitoring invoicing and BNP reports.
  • Addressing escalations and supporting solution development.
• Assist agents and the Manager by responding quickly to requests for information and market-competitive rates.
• Act as a guide and mentor for team members, ensuring alignment with team culture and service standards.
• Communicate proactively with the team to update them on policies, procedures, and best practices.
• Support smooth team operations during peak periods or staff absences.
• Promote productivity tools and best practices (e.g., workboard usage, invoicing processes, expo workflows).

Collaboration & Continuous Improvement

• Build and maintain strong working relationships with customers.
• Collaborate with internal teams to meet KPI standards and company expectations.
• Encourage an open and positive environment that supports new ideas, system enhancements, and improved workflows.
• Actively engage in problem-solving and process improvement initiatives.

Qualifications

• 3–4 years of experience in operations or customer service within freight forwarding or the logistics industry.
• Strong computer skills (MS Excel, MS Word, PowerPoint).
• Excellent verbal and written communication skills.
• Strong interpersonal abilities, including the ability to listen, comprehend, and communicate clearly.
• Positive, proactive, and solution-oriented attitude.
• Effective time-management and organizational skills.
• Ability to multitask and prioritize while staying focused and organized.
• Professional demeanor with strong attention to detail.
• Ability to work independently as well as collaboratively within a team.
• Ability to perform under pressure and meet tight deadlines.
• Open to feedback and committed to continuous improvement.

Additional Info

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program

Company Description

“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.

• 18,000 trained professionals
• 350+ locations worldwide
• Fortune 500
• Globally unified systems