Sea Freight Imports Customer Care Expert

3 weeks ago


Johannesburg, South Africa African Recruitment Full time

**YOUR ROLE**

Customer Care Expert - Sea Imports supports customers by providing helpful information, answering questions, and responding to complaints. To provide front line support for customers and to ensure that customers are satisfied with products, services, and features. To be accountable for maintaining excellent service for our internal and external customers. They are account owner of house accounts (personally own an account portfolio).

**YOUR RESPONSIBILITIES**
- Customer Care and Satisfaction: Combine your operational know how and customer service skills along with your business acumen to pro-actively address and resolve customer requirement leaving the customer with a rewarding customer experience
- Shipment Management: Qualification and processing of customer orders into the operational execution process, and management of end-to-end process with regular interaction with international office, suppliers, service provider and to provide pro-active updates to the customer on a regular basis
- Quotation Management: Qualification of customer inquiries, provide Company quotations and updates, set final selling price with individual adjustments within the given price band and in line with the national leeway in decision-making (front-line empowerment)
- Cost Management: Ensure that the correct supplier contracts are available and work on any cost disputes or under accruals pro-actively
- GP Management: Ensure that each customer has a rate profile in place and that the correct GP is recognized when preparing and closing shipment files for invoicing.
- Ensuring that received cost, expenses are checked and processed into the system to ensure the files are profitable and that all losses has been mitigated to avoid any write-off.
- Customer On boarding and Retention: Inclusion and transfer of customer requirements (SOP) into the systems,
- Accompanying (initial) customer order
- Customer Data Management: Maintenance and integration of customer data in the systems
- Operational Customer Relationship Management: knowledge exchange with the sale, establishment of an operative customer relationship (sales support)
- Monthly reporting (creating, refining and reviewing reports) and feedback to customers

**YOUR SKILLS AND EXPERIENCES**
- Matric Certificate is essential as well as relevant Freight Forwarding certificates or diplomas’
- Have 2-3 years’ experience in Sea Logistics including customer servicing
- Computer Literate (Microsoft Word, Excel, Sea-Log, CIEL,)
- Knowledge of Sea Logistics Processes
- Strong Analytical and analysis skills

**Job Types**: Full-time, Permanent

**Education**:

- Diploma (required)

**Experience**:

- Sea Logistics incl. Customer Services: 3 years (required)



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