Agent/Lead Agent - Order Management, Container Freight Station (CFS) Operations

Job description

The Agent / Lead Agent – Order Management, Container Freight Station (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 agent / 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.

Position Reports To

Supervisor/Assistant Manager - Order Management.

Working Place

Expeditors Office in Warehouse: No.9, DT 743 Street, Dong Hoa Ward (Binh Duong), Ho Chi Minh City.

Key Responsibilities

• 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 the level of skills/ qualification/ labor supply of existing CFS Service Provider (SP) in accordance with customer specific Standard Operating Procedure (SOPs) requirement. Ensuring alignment between customer specific priorities is in line with warehouse execution plans
• 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
• 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.
• Compliance & Quality Assurance 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
• Continuous Improvement Identify operational process gaps and collaborate with internal and external stakeholders to implement corrective and preventive actions through Corrective Action & Preventive Action (CAPA) management. Participate in regular service provider review meetings with Order Management local team and 3PL warehouse to drive service improvements.
• 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.

Qualifications

Prefer candidates possess strong knowledge and hands-on experience in Order Management operations. 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 always represent the company professionally and competently.