Lead Agent - Order Management, CFS Operations

We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder.

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

· 18,000+ trained professionals

· 346 locations worldwide

· Fortune 500

· Globally unified systems

Lead Agent – Order Management, CFS Operations is responsible for ensuring execution of CFS activities thru active management of warehouse operations to adhere to OM customers’ requirements. This role ensures that all inbound and outbound activities are executed in accordance with customer SOPs, compliance standards such as CTPAT and service KPIs. The supervisor /lead agent acts as the operational liaison between the Order Management team and the 3PL warehouse (CFS), ensuring real-time issue resolution, performance validation, and continuous process improvement.

JOB EXPECTATIONS & KEY RESPONSIBILITIES

1. CFS Operations exceptions management

• Monitor and coordinate daily inbound and outbound activities to ensure timely and accurate execution.
• Identify and escalate discrepancies such as short-ship (missing items), over-ship (excess items), and mis-ship (wrong items or destinations) to Order Management local team for immediate resolution
• Validate that the level of skills/ qualification/ labor supply of existing CFS SP in accordance to customer specific SOPs requirement. 
• Ensuring alignment between customer specific priorities is in line with warehouse execution plans.

2. CFS Operations Coordination

• Act as the on-site liaison between Order Management local team and 3PL warehouse.
• Communicate daily operational plans, special instructions, and urgent requirements to the warehouse team.
• Supervise the execution of receiving, put-away, picking, packing, and loading activities.
• Share volume forecast (if available) to CFS SP and prepare for peak season planning and volume surges
• Responsible for training of the CFS SP to meet Expeditors’ requirements

3. Performance Monitoring & Reporting

• Track and validate key performance indicators (KPIs) such as order accuracy, on-time arrival for loading/unloading and shipment turnaround time — with a strong focus on vendor, carrier, and 3PL warehouse performance.
• Ensure reported metrics reflect actual performance through regular audits, spot checks, and data validation.
• Maintain and update an exception log, ensuring timely resolution and root cause analysis of service failures.
• Ensure adherence to customer SOPs, CTPAT standards, and local customs regulations.
• Conduct random checks on cargo handling, storage, and documentation to ensure quality and compliance.
• Support internal and external audits by providing accurate operational data and documentation.

4. Continuous Improvement

• Identify operational process gaps and collaborate with internal and external stakeholders to implement corrective and preventive actions through CAPA management.
• Participate in regular service provider review meetings with Order Management local team and 3PL warehouse to drive service improvements.

5. Stakeholder & Customer Engagement

• Support customer visits and audits by presenting warehouse operations and performance metrics.
• Ensure the warehouse environment is audit-ready, clean, organized, and compliant with security protocols.

• Must possess strong knowledge and hands-on experience in warehouse operations or Managements. 
• Good communication skills in English.
• Proficient in Microsoft Office.
• Strong analytical skills.
• Proven problem-solving abilities.
• Must have basic communication skills and emotional intelligence to represent the company professionally and competently at all times.

• Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company

 

Further information about the Company can be obtained at Expeditors’ website: http://www.expeditors.com. Only short-listed candidates will be contacted.

Any employment with Expeditors is contingent upon satisfactory completion of a background check.

All information provided by candidates will be used solely for recruitment purposes. Unsuccessful application will be destroyed in strict confidence upon completion of recruitment process.

Further information about the Company can be obtained at Expeditors’ website: http://www.expeditors.com. Only short-listed candidates will be contacted.

Any employment with Expeditors is contingent upon satisfactory completion of a background check.

All information provided by candidates will be used solely for recruitment purposes. Unsuccessful application will be destroyed in strict confidence upon completion of recruitment process.