Customer Service Agent

Expeditors•Milpitas, CA

2d•$22 - $33•Onsite

About The Position

The Customer Service Agent supports the Distribution Manager by ensuring safe, compliant, and efficient warehouse operations. This role oversees all shipment handling activities to meet regulatory requirements and service cut-offs, while delivering reliable, high-quality service that meets customer and business commitments. The position involves daily processing and input of customer orders, generating necessary paperwork, tracing orders, and maintaining excellent customer relationships by responding to inquiries and complaints courteously and efficiently. The agent will also contribute to maintaining strong vendor relationships, ensuring compliance with all regulations and company policies, meeting KPI standards, and ensuring smooth freight process flow. Understanding department processes and identifying best practices for operational efficiency are key. The role includes overseeing communications, timely email responses, escalating problems when necessary, managing order-related paperwork, and attending required training classes. A strong emphasis is placed on promoting compliance, integrity, and maintaining the company's expected appearance standards. Responsibilities also include verifying documentation, accurately and efficiently completing required processes, safely and efficiently unloading and loading cargo, arranging cargo transfers, updating event codes, and conducting cycle counts and physical inventories.

Requirements

Expeditors company policies and procedures.
Expeditors products and services
Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
Pro-active, strong organizational skills.
Good Microsoft Office skills
Fluent in operational English, both oral and written
Adhere to the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary
Meet company standards of 52 hours training per year
LOCAL APPLICANTS ONLY
high school degree
2 years related experience and/or training; or equivalent combination of education and experience.
Previous experience in inventory control and/or distribution operations
Strong understanding of software development principles.
Experience with automation platforms such as Power Automate.
Experience with Microsoft Copilot and M365 technologies.
Familiarity with data structures, APIs, integrations, and system architecture.
Basic understanding of AI, machine learning, LLMs, and prompt engineering.
Ability to troubleshoot technical issues independently.
Strong analytical and problem-solving abilities.
Ability to understand complex operational processes.
Experience translating business requirements into technical solutions.
Excellent communication and stakeholder management skills.

Nice To Haves

Experience developing automations, applications, or digital solutions.
Experience leading cross-functional projects.
Experience working in operations, logistics, finance, or enterprise shared services environments.
Certifications in Microsoft Power Platform, Azure AI, Microsoft Copilot, or related technologies.

Responsibilities

Daily process and input of all customer orders
Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests
Trace orders as required and notifies customers of any activity concerning their order.
Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner.
Report customer feedback to management, including any signs of customer dissatisfaction.
Contribute to maintain strong relationships with vendors (trucking companies, and others).
Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
Meet KPI standards, as per the company’s procedures
Ensure smooth and timely freight process flow
Understand department process flow, and looking for best practices to improve operational efficiency and productivity
Overseas communications, timely responses to emails and requests (internal and external)
Escalation of problems to Management when necessary
Oversees all paperwork associated with orders and maintain the corresponding files
Attend training classes when required and meet company standards of 52 hours training per year per employee.
Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
Maintain the level of appearance of the warehouse expected by the Expeditors culture
Check for and verify all documentation while completing required processes accurately and efficiently
Unload and load cargo in a safely, accurately and efficiently
Arrange for the transfer of cargo using radio, telephone and computer communication
Responsible for updating and entering event codes when necessary
When instructed, responsible for conducting cycle counts, physical inventories and the overall accuracy of the inventory stored within the facility.

Benefits

Paid Vacation (first year prorated based off month of hire then eligible for 15 days)
Holidays (10)
Flexible Days (2)
Paid Sick Time (accrual rate of 1 hour of sick time per 30 hours paid)
401(k) Retirement Savings Plan with employer match
Employee Stock Purchase Plan (ESPP)
Medical, Prescription Drug, Dental & Vision Coverage
Health Savings Account (HSA)
Life and Disability Insurance
Paid Parental Leave (additional eligibility criteria)
Dependent Care Flexible Spending Account (DC FSA)
Commuter Benefit
Employee Assistance Program (EAP)
Learning & Development Program
Educational Assistance and Reimbursement
May be eligible for bonus following first year of continuous employment in position.