Air Import Agent (Guadalajara)

Scope of Position

Ensure timely and accurate movement of freight and information, while providing exceptional customer service within the Air Import Department.

Core Competencies

• Exceptional Customer Service – Exceeds customer expectations by anticipating, understanding, and meeting needs. Proactive and resolves issues in a timely manner, escalating to management when necessary. Builds rapport, exhibits empathy, and consistently strives to improve customer satisfaction.
• Job Execution – Consistently completes quality work that meets job expectations. Committed to operational excellence and continuous improvement for own job function and across the network, while ensuring compliance with company policies, procedures, code of business conduct, and government regulations.
• Reliability – Consistently meets deadlines, is punctual, organized, manages time effectively, and prioritizes tasks.
• Collaboration – Works independently on own responsibilities and willingly assists others to benefit the company and customers, collaborating harmoniously with superiors and peers.
• Communication – Listens effectively, communicates verbally and in writing in a professional manner, both internally and externally. Provides timely and relevant information to co‑workers, customers and service providers. Handles phone calls, voicemails, emails, and other communications 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 and pursuing professional development goals with a development plan as appropriate.

Agent Core Competencies

• Timely and Accurate Billing and Accounting – Invoices customers the expected charges in a timely and accurate manner, provisions service provider charges to avoid reserves, and follows credit approval processes to minimize risk.
• Timely and Accurate Data Entry – Ensures accurate and timely data entry into operational systems, monitors exception reports, and resolves data integrity issues quickly.
• Timely and Accurate Shipment Processing – Manages smooth and timely freight process flow, follows customer SOPs, proactively notifies customers of any issues, and consistently meets KPI standards.

Major Duties and Responsibilities

• Ensure smooth and timely freight process flow.
• Ensure accurate and timely data entry into our operating system.
• Track and trace Air Import files as required via exp.o, airline websites, or airline offices.
• Use Tree View daily.
• Ensure timely delivery of freight to customers for Import shipments.
• Ensure documents are sent to customer or broker for customs purposes in a timely manner.
• Ensure accurate and timely client and vendor billing.
• Interact with customers in arranging their international shipments, meeting customer service standards.
• Contribute to maintaining strong relationships with vendors (airlines, trucking companies, and others).
• Meet compliance at all times to regulations, internal policies (OPS) and external government regulations.
• Understand department process flow and continuously seek areas for improved efficiency.
• Ensure all customer standard operating procedures are followed and updated in the DLSOP.
• Meet KPI standards as per the company’s procedures.
• Respond to overseas communications, emails, and requests in a timely manner.
• Meet company standards of 52 hours training per year.
• Promote compliance by diligently following all company policies and regulations, performing tasks with outstanding integrity and pride.

Requirements

• Knowledge – Expeditors training and company policies; Expeditors services, systems and procedures; IATA Certification (preferred).
• Skills – Effective interpersonal skills, proven ability to listen, comprehend, and communicate clearly to achieve positive results; proactive; strong organizational skills; good computer skills (Excel, Word); fluent in English and Spanish.
• Behaviours – Adherence to the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, Visionary.
• Education and Experience – 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.