Customer Service Agent (Onsite at Customer)

As a Customer Service Agent at Expeditors, your primary responsibilities include ensuring timely shipment processes, accurate data entry, effective communication with customers, and client billing. You'll also track shipments, complete documentation, and comply with regulations while striving to meet customer expectations and internal metrics.

To be considered for the Customer Service Agent role at Expeditors, you should have customer service experience, preferably in a warehouse or distribution center. Proficiency in MS Office applications, a typing speed of at least 30 words per minute, and the ability to handle stress in a fast-paced environment are required. Additionally, DG Certification and compliance certifications are necessary for this role.

The Customer Service Agent position at Expeditors requires a schedule from Wednesday to Sunday, specifically during the hours of 10 PM to 7 AM. This unique schedule allows you to engage in logistics operations during the nighttime, contributing to the seamless flow of cargo services.

At Expeditors, a Customer Service Agent can expect comprehensive training programs designed to cover mandatory skills and development. You'll complete around 52 hours of training per year, ensuring you understand compliance, customer service expectations, and how to utilize technology effectively in your role.

Expeditors offers a robust benefits package to Customer Service Agents, including paid vacation, sick time, health plans (medical, dental, and vision), a 401k plan, and participation in an Employee Stock Purchase Plan. All employees also have access to training and professional development opportunities.

When answering this question, highlight specific examples of previous roles where you managed customer inquiries, resolved issues, and provided exceptional service. Emphasize your ability to communicate clearly, understand client needs, and maintain a positive demeanor under pressure.

Discuss techniques you use to de-escalate tense situations, such as active listening, empathy, and clear communication. Provide examples of past experiences where you successfully turned a difficult interaction into a positive outcome, showcasing your problem-solving skills.

Share any systems or best practices you are familiar with that enhance tracking accuracy, such as software tools, regular updates, or communication protocols. Demonstrating a proactive approach to identifying efficiency enhancements will be valuable.

Explain your understanding of compliance regulations related to shipping and how you ensure all operations meet these standards. Mention any relevant certifications and the importance of ongoing training for staying compliant in a fast-paced environment.

Highlight your proficiency in data entry, mentioning specific systems you've worked with. Include your attention to detail, accuracy, and any tools or methods you rely on to maintain high standards in data management.

Convey your interest in joining Expeditors by discussing the company’s reputation and values in logistics. Highlight any personal connections to the shipping industry or passion for customer service that align with Expeditors’ mission.

Share a specific instance where you recognized an inefficiency and how you took the initiative to suggest or implement a solution. Discuss the impact this had on the team or company to illustrate your proactive mindset.

Explain your time management strategies, such as using task lists or prioritizing based on urgency and impact. Provide examples of how you’ve managed high workloads effectively in past positions.

Mention any relevant software experiences, such as MS Office or specific logistics software, and how these tools help you perform your duties as a Customer Service Agent. Highlight your willingness to quickly learn new technologies.

Discuss your communication style and techniques you use to ensure clarity, such as summarizing conversations, using templates for updates, and regular check-ins to confirm understanding. Share examples to back up your methods.