Lead Agent - Customer Service & Reporting Specialist

Company Description

Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 20,000 trained professionals in a worldwide network of over 335 locations across six continents. Expeditors' promise, "You'd be surprised how far we'll go for you." is not mere hype; it is our commitment to go beyond the expectations of what companies need from a global logistics provider. Our culture is about exceeding our customers' expectations and providing a place for our employees to make a career.

Expeditors Ho Chi Minh City is recruiting Lead Agent - Customer Service & Reporting Specialist as below:

Job Description

The Account Operations & Reporting Specialist will support the management of Global account by overseeing operational performance, providing reporting and insights, and ensuring a high level of customer experience. This role works closely with internal operations teams and the customer to ensure smooth execution and continuous service improvement.

Position Reports To: Manager - Order Management. 

Key Responsibilities

1. Customer Experience:

• Support Monthly and Quarterly Business Reviews with the customer.
• Assist in implementing customer strategic initiatives and operational improvements.
• Coordinate with internal teams to ensure service expectations are met.
• Share market updates, best practices, and improvement opportunities with stakeholders.
• Support customer visits and operational meetings when required. 

2. Reporting & Data Analysis:

• Prepare operational reports and dashboards for customer and internal management.
• Ensure data accuracy, validation, and consistency across reporting platforms.
• Analyze operational data to identify trends, issues, and improvement opportunities.
• Provide insights and recommendations based on data analysis. 

3. Operational Oversight:

• Monitor shipment execution and operational performance .
• Coordinate with carriers regarding space, equipment availability, and operational issues.
• Monitor potential disruptions such as port congestion or vendor production delays.
• Support operational huddles and provide updates on shipment status and risk areas.
• Coordinate with internal teams to resolve operational issues impacting customer’s purchasing order (PO)

Key Competencies

• Customer focus
• Analytical thinking
• Problem solving
• Communication and coordination
• Operational knowledge in international logistics

Qualifications

• University’s degree in Logistics, Supply Chain, Business Administration, or related field.
• 3–5 years’ experience in logistics, ocean operations, or supply chain management.
• Experience handling key accounts or US retailers is preferred.
• Strong analytical and reporting skills (Excel, Power BI or similar tools preferred).
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Additional Information

Our working conditions
Streamlined structures, fast decision making processes, attractive and innovative workplaces, own training centers and great team spirit.

We focus on organic growth of our people and customers. Promotion from within and high retention of our employees and customers are essential to our success as a service and knowledge based organization.

Behaviours:

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

Package: Expeditors offers excellent benefits

• Includes base salary, 13th month salary, and attractive bonus. The range will vary depending on the candidate’s experience and is negotiable.
• Annual Leave
• Health Plan: Medical Package
•  Accident Insurance
• Social, Health and Unemployment Insurance
• Mobile phone allowance, company car, Grab account,
• Training and Personnel Development Program

All your information will be kept confidential according to Company guidelines.