Order Management Lead Agent job opportunity at Expeditors.

Home Jobs In Pakistan Tag: Job Order Management Lead Agent position at Expeditors


Date2026-04-27T08:35:24.094Z bot
Expeditors Order Management Lead Agent
Experience: General
Pattern: Full-time
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loacation 8th Floor, DHA Business Hub, Phase 8, DHA, Lahore, Pakistan
loacation 8th Floor, DHA..........Pakistan
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Job DescriptionAs an Order Management Lead Agent, you will ensure the accurate and timely movement of freight and information while delivering exceptional customer service. In this leadership‑oriented role, you will support the Supervisor by coordinating team activities, monitoring internal performance metrics, and driving service excellence across the Order Management department.You will act as a subject-matter resource for the team, guide junior agents, and promote continuous improvement to enhance operational efficiency and customer satisfaction.Key ResponsibilitiesOperations & Customer ServiceEnsure timely and accurate movement of freight and shipment information.Maintain smooth and efficient shipment process flow.Ensure all customer SOPs are followed consistently.Complete accurate and timely data entry into the operating system.Monitor shipment reports and proactively address issues to ensure customer satisfaction.Conduct retention calls and complete customer reviews, documenting outcomes in the CRM.Provide exceptional customer service to clients by handling inquiries and requests professionally.Leadership & Team SupportSupport the Supervisor in:Allocating workloads and monitoring workboards to ensure internal KPIs are met (e.g., timely data entry).Conducting retention calls and managing customer interactions.Monitoring invoicing and BNP reports.Addressing escalations and supporting solution development.Assist agents and the Manager by responding quickly to requests for information and market-competitive rates.Act as a guide and mentor for team members, ensuring alignment with team culture and service standards.Communicate proactively with the team to update them on policies, procedures, and best practices.Support smooth team operations during peak periods or staff absences.Promote productivity tools and best practices (e.g., workboard usage, invoicing processes, expo workflows).Collaboration & Continuous ImprovementBuild and maintain strong working relationships with customers.Collaborate with internal teams to meet KPI standards and company expectations.Encourage an open and positive environment that supports new ideas, system enhancements, and improved workflows.Actively engage in problem-solving and process improvement initiatives.

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