Direct Delivery Customer Service

Company Description

• We take care of our employees, and they take care of our customers!
• 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

• We 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

• The focus is proactive and innovative customer service.
• This position requires agents to use critical thinking skills to build customized solutions to various customers.
• This position is located within our Hawthorne office facility and will primarily be computer work with some interaction with freight or customers as needed.
• The position will require phone and email communication with Expeditors employees, trucking companies, and other strategic service providers.

Job Summary

• Build and maintain strong relationships with our trucking carriers.
• Ensure smooth and timely pickup and delivery of freight, scheduling appointments when needed Dispatch LTL and FTL shipments while in transit.
• Follow up on proof of deliveries and all necessary documents needed to close out the shipment.
• Ensure timely freight process flow and delivery to meet Key Performance Indicators and Requested Delivery Dates Assist with quoting trucking / delivery rates.
• Receive necessary information to quote.
• Ensure accurate and timely client and vendor billing for trucking/delivery services.
• Keep carrier costs on file for seamless, on-time billing.
• Ensure accurate and timely data entry into our operational system.
• Understand department process flow, constantly looking for areas of improved efficiency.

Key Responsibilities

Operations & Customer Service

• Track and trace import shipments to ensure on-time delivery and compliance with operational KPIs.
• Log, dispatch, and monitor shipments through final delivery.
• Communicate and follow up on shipment exceptions with origin offices, service providers, and internal teams.
• Coordinate special handling, White Glove, and value-added service requirements.
• Update shipment files with required milestones, event codes, and operational details.
• Review operational reports to identify delays and ensure freight is moving efficiently.

Accounting & Financial Management

• Review invoices and ensure accurate posting of destination charges, revenue, and costs.
• Complete file billing, settlement, and closeout activities in a timely manner.
• Monitor accounting transactions and maintain accurate, auditable records.
• Review service provider billing sheets and validate charges.
• Ensure compliance with company billing procedures and financial controls.

Technology & Process Improvement

• Analyze operational and financial data to identify trends, inefficiencies, and improvement opportunities.
• Apply analytical and problem-solving skills to improve processes and customer service outcomes.
• Support automation, system enhancement, and digital transformation initiatives within the Transcon operation.
• Utilize reporting tools, databases, AI-powered applications, and other technology solutions to improve productivity and service delivery.
• Assist with system integrations, workflow improvements, and process documentation.

Qualifications

Required Qualifications

• High school diploma or equivalent required.
• Associates or Undergraduate Degree
• Equivalent combination of education and relevant professional experience will be considered.
• Strong computer proficiency and technical aptitude.
• Comfortable working with data, numbers, and basic mathematical calculations.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Ability to work overtime as business needs require.
• Ability to commute to Hawthorne, CA.
• Must be legally authorized to work in the United States and not require future employment visa sponsorship.
• Successful completion of a background check.

Preferred Qualifications

• Experience using reporting tools, databases, automation tools, or AI applications.
• Experience analyzing data and identifying process improvement opportunities.
• Logistics, transportation, supply chain, accounting, or operations experience is a plus.
• Knowledge of Microsoft Excel and data analysis tools.

Additional Information

Reporting Structure

• Supervisor and Manager

Expeditors offers excellent benefits

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical, Prescription Drug, Dental and Vision
• Life and Long Term Disability Insurance
• 401(k) Retirement Savings Plan (US only)
• Employee Stock Purchase Plan
• Training and Personnel Development Program

• All your information will be kept confidential according to EEO guidelines.
• The hourly rate for this position is $20-$30 per hour