Ciudad de México | Customs Brokerage - Customer Service Representative

EXPEDITORS CORE COMPETENCIES

Exceptional Customer Service

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. 

        This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution

Consistently completes quality work that matches job expectations.  Is committed to operational excellence and continuous improvement for own job function and across the network.  All activities are compliant with company policies/procedures and code of business conduct and with government regulations. 

Reliability

Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.          

Collaboration

Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication

Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers.  Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

Culture

Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.  

Personal Growth and Development

Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

AGENT CORE COMPETENCIES

Timely and Accurate Billing and Accounting

Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.

Timely and Accurate Data Entry

Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution.

Timely and Accurate Shipment Processing

Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures.

MAJOR DUTIES AND RESPONSABILITIES

• Ensure smooth and timely customs process flow.
• Ensure accurate and timely client billing.
• Understand all the elements of the import and export customs DLSOP (Desk Level Standard Operating Procedure) and correctly interpret this information to fulfill our customers’ instructions and expectations.
• Ensure accurate and timely data entry into our operating system.
• Transpose customs declaration information from documents, or other sources into the customs entry system to allow for the build of a valid customs declaration.
• Assist with verification of customs declaration information and the submission of such to the customs authority.
• Track and trace Customs files.
• Interact with customs authorities to address any issues/questions that may arise during the clearing process. 
• Attend any customs inspections or present documents to customs authorities when such are requested.
• Act as the liaison between the customs authorities (or other government agencies and customers)
• Ensure timely customs clearance of cargo to customer for Import and Export shipments.
• Verify documents received for Import and Export customs purposes are compliant and correct.
• Interact with our customers in arranging their international shipments, meeting customer service standards.
• Contribute to maintain strong relationships with customs officers.
• Ensure compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations (eg. OEA) or customer policies / requirements.
• Understand department process flow, constantly looking for areas of improved efficiency.
• Keep up to date on all regulatory requirements governing the import and export of goods.  This includes but is not limited to customs procedures for imports and exports, other government agency requirements i.e. health, agricultural, police and military, export controls and prohibited and restricted goods. Meet KPI standards, as per the company’s procedures.
• Overseas communications, timely responses to emails and requests (internal and external)
• Escalation of problems to Management when necessary
• Meets company standards of 52 hours training per year per employee.
• Attend training classes when required.
• Complete mandatory training when required.
• Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
• Adhere to the company’s 10 cultural attributes:  Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.