Customer Management Import Supervisor

2 weeks ago


Durban, KwaZulu-Natal, South Africa DB Schenker Full time

Ensure accurate and timely movement of ocean freight to and from specific locations within the service standards agreed with the customer.


  • Ensure the accurate and timely movement of ocean freight to
- and from specific locations within the service standards agreed with the Customer.

  • Supervise all Customer facing communication and shipment related internal communication between/with DB Schenker stakeholders.
  • Supervise exception management in case of service quality deviations including followup and problem resolution.
  • Supervise Customers profitability and initiate corrective actions if required (timeliness & completeness).
  • Monitor individual & team performances and balance workload.
  • Escalate unresolved issues to next management level.
  • Ensure compliance check against corporate and legal guidelines are executed.
  • Ensure compliance check against country ocean freight SOP is executed.
  • Ensure valid quotation for consignee is in place.
  • Ensure adequate shipping volume forecast information is captured and is provided to all parties involved.
  • Ensure preshipment status from origin is received and communicated to the Consignee in a timely manner.
  • Ensure booking request details against customer agreement and current market conditions are provided to Origin office.
  • Ensure booking approval is obtained from consignee and communicated to the Origin office as applicable.
  • Ensure preferred routing instructions are provided to Origin office as per guidelines as applicable.
  • Ensure that delivery instruction from Consignee is received and communicated to the operational team in a timely manner.
  • Monitor overall credit check compliance.
  • Ensure that the handover process to Operations and Customs Department is followed as applicable.
  • Ensure all relevant information is provided to MDM Team.
  • Ensure documents are uploaded as per global guidelines.
  • Review shipment and Customer overall profitability and derive measures to improve it.
  • Ensure Customer operational reporting requirements are fulfilled.
  • Ensure Customer specific KPI's are compliant.
  • Ensure correct income reserves and cost accruals in TMS (TANGO) are captured in a timely manner.
  • Facilitate communication between Customer and Customs Team as applicable.
  • Explore upsell opportunities with the Consignee.
  • Ensure demurrage & detention details are provided to Consignee in a timely manner.
  • Ensure new customers are properly onboarded.
  • All general management guidelines, processes and developments of importance to the operational execution of ocean freight products
  • All Ocean Freight related guidelines, processes and developments of importance to the operational execution of ocean freight products
  • All KAM/Sales related guidelines, processes and developments of importance to the operational execution of ocean freight products
  • All IT related guidelines, processes and developments of importance to the operational execution of ocean freight products
  • FIATA Diploma,
  • 10 years' relevant experience of which 2 years' managing an Air/Ocean freight function.
  • Comprehensive knowledge of International Air/Ocean Industry and operations processes.
  • Relevant Technical experience.
  • P & L for product.


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