Cathy Dinh

§ Operational Oversight:

o Manage workflow, process orders, and quote customers accurately and efficiently.

o Oversee warehouse operations, including carrier bookings and space allocation.

o Make decisions regarding airline and route selection, container lane rates, and city-to-city logistics.

o Handle off-hour and weekend management, including problem-solving and decision-making.

§ Standard Operating Procedures (SOPs):

o Develop and maintain SOPs in the company system, ensuring compliance with operational guidelines.

o As a lead, have the authority to modify templates and update system ratings when necessary.

§ Airline and Program Coordination:

o Establish and manage allocations with airlines as part of the export strategy, including seasonal programs such as cherry and asparagus seasons.

o Collaborate with multiple locations and their teams to optimize allocations and export strategies.

§ Customer Relations and Issue Resolution:

o Address customer concerns, including misloads by warehouses or errors by airlines.

o Act as a mediator for claims, working closely with customers, airlines, and internal claims departments.

o Negotiate rates with airlines on behalf of customers, ensuring competitive pricing and customer satisfaction.

§ Decision-Making Authority:

o Exercise discretion to adjust templates, policies, and priorities within established guidelines.

o Implement solutions for recurring issues, such as lost documents or workload prioritization.

o Make independent decisions during off-hours and weekends, keeping supervisors informed of significant changes.

§ Seasonal Program Management:

o Develop and execute plans for seasonal export programs, ensuring smooth operations and customer satisfaction during peak periods.

§ Continuous Improvement:

o Identify inefficiencies and implement solutions to improve processes and reduce errors.

o Communicate and collaborate with supervisors to implement significant operational changes when necessary.

§ Lead the department to insure successful movement of cargo and achieve the departments profit goals.

o Prioritize the workflow for cargo movements to insure customer and vendor satisfaction.

o Monitor Customer and Vendor Satisfaction and implement strategies that maximize satisfaction and build long term relationships.

o Approach each file and customer as an opportunity to exceed expectations and build customer confidence.

o Make sure all work completed meets Commodity Forwarders quality standards.

o Adjust pre-bookings schedules as seasonal requirements dictate and ensure all pre-bookings are completed when needed.

o Staff department properly to always cover required hours.

o Make sure all freight forwarding activities abide by all government laws and regulations at origin and destination.

o Enter and update Flight Database, Customer Entry and Template records as necessary to maximize efficiency and accuracy.

o Make sure all necessary reports and records are complete, timely, and accurate.

o Ensure all claims are filed properly and necessary information is sent to claims department accurately and complete.

o Build strong relationships with providers and help employees do the same. Notify employees of special relationships, agreements, or pricing with specific service providers.

o Promote CFI Internet services.

§ Personally function asan Export Lead

o Ensure the timely movement of cargo from origin to destination to fulfill customer’s instructions and ensure procedures for taking bookings are followed at all times.

o Process claims paperwork timely and accurately with carriers.

§ Build a capable team of employees

o Make sure the employees are well trained, knowledgeable and possess all necessary certifications.

o Assign accounts to agents which will allow them to successfully service

our customer’s expectations.

o Maximize employee productivity and efficiency.

o Provide employees with guidance to allow for future growth into positions with additional responsibility.

o Provide employees with training and any other tools necessary to meet or exceed expectations and complete assigned tasks.

o Maintain consistent performance expectations, providing continual evaluation and appropriate feedback both positive and negative as required.

o Complete at a minimum semiannual performance evaluations and recommend wage changes.

§ Assist the sales effort to achieve the goals for customer retention.

o Maintain close relations with major customers. When appropriate, visit key customers to strengthen these relationships.

o Promote acustomer service friendly atmosphere.

o Maintain strong product knowledge and provide technical support to the sales team.

o Resolve problems that arise during the transportation cycle to build customer confidence.

o Approach each file and customer contact as an opportunity to exceed a customer’s expectations and improve the company’s reputation.

o Proactively communicate requirements to customer to avoid unnecessary transit delays.

§ Make sure the department provides the support required by other departments and stations tomaximize customer and vendor satisfaction and optimize profit.

o Complete tasks requested from each department in a timely and accurate manner.

o Make sure the off-hours employees always have a contact to handle complex issues and make decisions.

o React to booking requests from other departments or stations quickly.

o Be responsive to other stations or other department needs.

o Encourage and facilitate communication and team concepts of mutual support and communication.

§ Complete responsibilities for all accounting related functions to achieve goals.

o Process all billing within necessary time frame and billing is accurate.

o Assist when needed to collect past due funds.

o Provide accounting with quick answers to billing inquiries.

§ Enforce adherence toPolicies and Procedures.

o Enforce compliance to all policies, regulations and procedures.

o Make sure theemployees keep all proprietary information confidential.

o Minimize employee’s exposure to safety risks and immediately correct

unsafe work conditions.

§ Constantly analyze and improve department processes.

§ Perform any other related duties as necessary.

MEASURES OF PERFORMANCE

§ Customer satisfaction is excellent.

§ Customer retention is excellent.

§ All air freight and accounting related deadlines required are achieved.

§ Department and personal productivity meet or exceeds expectations.

§ Vendor Satisfaction is excellent.

§ Billing adjustments are satisfactory.

§ Number of days to close an invoice is within required guidelines.

§ Development of staff is optimized.

§ The ratio of revenue to operating cost is within budget.

§ There are no preventable penalties, citations, or fines.

§ Policy violations are non-existent.

AUTHORITY

This Lead Coordinator – Export Operations Lead position has the following authority:

§ Take any reasonable action necessary to carry out the responsibilities of the position, consistent with CFI policy andsound business judgment.

EDUCATION AND EXPERIENCE

§ Required Education – High School Diploma or equivalent.

§ Preferred Education –College courses inbusiness and employee management.

§ Experience – 2 years management experience in logistics.

COMPETENCIES

§ Basic Computer Skills including e-mail, web browsing, Microsoft Outlook, Excel and Word.

§ Strong grasp of geography to determine best freight forwarding routes.

§ Excellent customer service and vendor relations skills.

§ Ability to supervise others to maximize efficiency and achieve goals.

LANGUAGE SKILLS

§ Must be able to read, write and clearly communicate with poise and confidence in English over the phone and in person with customers, vendors and staff.

§ Bi-lingual English and Spanish preferred.

CERTIFICATIONS, LICENSES, AND REGISTRATIONS

§ Must possess a valid driver’s license and a current insurance certificate.

§ Must possess the capabilitiesto obtain the following Certifications.

o Sexual Harassment training.

o TSA Certification.

o Dangerous Goods Certification

§ Proven experience in logistics, export operations, or a similar role.

§ Strong problem-solving skills and the ability to make decisions under pressure.

§ Excellent communication skills and experience managing customer relationships.

§ Flexibility to handle off-hours and weekend responsibilities.

§ Proficiency in managing operational systems and updating SOPs.

PHYSICAL DEMANDS

§ Ability to read documents, forms, and computer screens.

§ Ability to sort through paperwork, photocopy, file and complete shipping packets quickly.

§ Enter and retrieve data from the computerand complete freight forwarding forms and documents.

§ Clearly communicate face to face, overthe phone or through e-mail.

WORK ENVIRONMENT

§ Environment is fast paced. Must be able to multi-task and handle high-pressure situations.

§ 40-60 Hoursper week and 5-6 days per week depending on season including weekend and holiday coverage.

§ Occasional exposure to warehouse environmental conditions.

o Temperature controlled coolers.

o Trucks and forklifts in motion.

§ Must be available by phone for critical assistance outside normal operating hours.

§ 24-hour 7-day a week operation.