Agent/Lead Agent - Order Management

Ensure smooth and timely shipment process flow
Ensure all customers requirements are followed as per the Standard Operations Process (SOP)
Ensure accurate and timely data entry into our operating system
Monitor shipment reports to ensure total customer satisfaction
Allocating workloads, monitoring workboard to ensure internal KPI's are met e.g. timely data entry
Build and maintaining strong relationships with customers
Assist the manager and supervisor in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer.
Assist in retention calls and complete customer reviews with your regular customers to document in the company system
Monitor invoicing and other company's report where needed.
Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team
Allocate workloads within team to ensure smooth operations during peak activity or staff absence.
Promote productivity tools within the team (e.g. using workboard, invoice processing, expo )
Be continuously open and positive to implementing new system changes and enhancements with your team.