Direct Delivery Customer Service

Scope of Position:  This position supports the movement of air/ocean import freight from and to the Los Angeles region through coordination with asset based truckers, our warehouse, and other Expeditors offices.

• The focus is proactive and innovative customer service.
• This position requires agents to use critical thinking skills to build customized solutions to various customers.
• This position is located within our Hawthorne office facility and will primarily be computer work with some interaction with freight or customers as needed. 
• The position will require phone and email communication with Expeditors employees, trucking companies, and other strategic service providers.

Job Summary

Build and maintain strong relationships with our trucking carriers. Ensure smooth and timely pickup and delivery of freight, scheduling appointments when needed Dispatch LTL and FTL shipments while in transit. Follow up on proof of deliveries and all necessary documents needed to close out the shipment. Ensure timely freight process flow and delivery to meet Key Performance Indicators and Requested Delivery Dates Assist with quoting trucking / delivery rates. Receive necessary information to quote. Ensure accurate and timely client and vendor billing for trucking/delivery services. Keep carrier costs on file for seamless, on-time billing. Ensure accurate and timely data entry into our operational system. Understand department process flow, constantly looking for areas of improved efficiency.

Key Responsibilities

Operations & Customer Service

• Track and trace import shipments to ensure on-time delivery and compliance with operational KPIs.
• Log, dispatch, and monitor shipments through final delivery.
• Communicate and follow up on shipment exceptions with origin offices, service providers, and internal teams.
• Coordinate special handling, White Glove, and value-added service requirements.
• Update shipment files with required milestones, event codes, and operational details.
• Review operational reports to identify delays and ensure freight is moving efficiently.

Accounting & Financial Management

• Review invoices and ensure accurate posting of destination charges, revenue, and costs.
• Complete file billing, settlement, and closeout activities in a timely manner.
• Monitor accounting transactions and maintain accurate, auditable records.
• Review service provider billing sheets and validate charges.
• Ensure compliance with company billing procedures and financial controls.

Technology & Process Improvement

• Analyze operational and financial data to identify trends, inefficiencies, and improvement opportunities.
• Apply analytical and problem-solving skills to improve processes and customer service outcomes.
• Support automation, system enhancement, and digital transformation initiatives within the Transcon operation.
• Utilize reporting tools, databases, AI-powered applications, and other technology solutions to improve productivity and service delivery.
• Assist with system integrations, workflow improvements, and process documentation.

Position Schedule:  Monday-Friday 8am-5pm