Senior Ocean Import Customer Services Representative
3 days ago
- Ensure smooth and timely freight process flow.
- Prepare various documents for international transportation.
- Coordinate with our contracted vendors in procuring services.
- Ensure accurate and timely client and vendors billing.
- Ensure accurate and timely data entry into our operating system.
- Interact with our customers in arranging their international import shipments meeting customer service standards.
- Always meet compliance and regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
- Understand department process flow constantly looking for areas of improved efficiency.
- Ensure all customers standard operating procedures are followed as per Customer SOP.
- Work with the team on meeting KPI standards as per the companys procedures.
- Monitor shipment reports to ensure total customer satisfaction.
Timely and Accurate Shipment Processing
- Ensures smooth and timely freight process flow according to Expeditors operational procedures.
- Follows customers standard operating procedures and proactively notifies customers of any issues.
- Consistently meets KPI standards as per companys procedures.
- Obtaining clearing instruction and commercial invoices upstream to enable the brokers to frame the entry.
- Continuously adding the Customer GCIs (Account number) the clearing instruction tool on the South African GBO Exception Dashboard.
- Direct shipments or manual takeons to be captured immediately for client visibility.
- Ensure ANF (arrival Notices) for FCL are received 5 days prior to vessel arrival.
- LCL ANFs is 7 days prior vessel Arrival.
- Daily follow up on exception management section on the CHB Workboard (Entry Holds drilldown).
- Daily usage of the CHB Workboard and relevant drilldowns.
- Monitoring entries and chase on urgent shipments with the brokers.
- TNF (send instructions to the carrier / transporter) immediately once released.
- Usage of Shipshape to process cargo dues.
- Understanding of the shipping lines requirements regarding the releases.
- Charges to be requested upstream to avoid late billing.
- Event codes updated in sequence once the shipment is customs released (ODR for original bill. / seaway bill. FRL to release the freight PDS and PDC for Cargo dues).
Timely and Accurate Billing and Accounting
- Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements.
- Properly provisions service provider charges to avoid reserves.
- Obtaining the charges upstream.
- Freight charges to match the recap.
- Billing worksheet to be completed in full selecting the correct transporters and protecting all the cost.
- Customer Information tab on the Billing worksheet to be kept up to date with contact information.
- Understanding of the ROE to eliminate currency fluctuations.
- Checking of the GCI (Customer Account number) prior to billing.
- Checking the quotes if no rate profile has been compiled.
- Understanding o the GL codes in CFIT.
- KPI for billing is 72hoursafter release (RLS).
- Understanding of the INCOTERMS and how to retrieve EDI invoices.
- Understand CIA shipments and Expeditors requirements.
- Understanding of Paid not billed queries.
- Continuously add the Customer GCIs (Account number) to the Invoice Document Pack Mailing toolSouth African GBO Exception Dashboard.
Qualifications :
- 5 to 10 years Ocean Import Customer Service experience.
- Effective interpersonal skills including proven abilities to listen comprehend effectively communicate clearly and concisely to obtain positive results.
- Strong verbal and written communication skills to communicate effectively and concisely.
- Proactive and strong organization skills.
- Good knowledge of Customs requirements and entry processing.
Additional Information :
Expeditors offers excellent benefits :
- Paid Annual and Sick Leave
- Discovery Medical Aid
- Liberty Corporate Benefits : Pension / Retirement Fund Family Benefit / Funeral Cover Disability Income Benefit Value Added Services
- Employee Stock Purchase Plan (ESPP)
- Training and Personnel Development Program
- Growth opportunities within the company
- Employee Referral Program Bonus
Remote Work : Employment Type :
Key Skills
Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking
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