Customer Services Coordinator

2 weeks ago

Cape Town, South Africa Ocean Network Express Full time

A vacancy exists for a _**_CS COORDINATOR _**_within ONE’s _**_Customer Service _**_Department. To Ensure high quality customer service by delivering targets, objectives and customer satisfaction. Pro
- actively coordinate and manage our customer portfolio and build strong customer relationships within the import CS disciplines. Be an active participant in the continuous improvement of the department’s daily functions and procedures. _
- The successful incumbent will be exposed to and expected to do the following: _
- _Accurate processing and coordination of customer requests to ensure that all import carrier and merchant instructions are processed effectively. _
- _Timely identify and escalate gaps in SOP’s and offshore performance. _
- _Ensure that cargo is released against presentation of the original B/L and that freight and charges are collected. _
- _Work on self-performance and identity improvements _
- _Actively keep abreast on sector and internal knowledge development. _
- _Ensure quality standards and KPI’s are met to maintain and enhance service to customers Continuous review of best working practices to improve effectiveness and productivity. _
- _Ensure correct invoicing and full cost recovery, optimising revenue. _
- _First point of entry for resolving customer (cargo)claims, queries and disputes. _
- _Actively promote, sell and develop the use of ecommerce. _
- _Occasionally represent ONE organisation in joint visits with Sales team. _
- _Ensure that all processes and transactions are fully compliant with company rules and regulations. _
- _Ensure good collaboration, communication of staff within departments and other functional areas _
- _Communicate effectively with customers and advise customers with a pro-active approach._
- _Ensure timely and correct communication with authorities eg. Customs, Port Health etc._

**SKILLS & EXPERTISE **_Demonstrable sector experience (at least 3 years of shipping knowledge preferred) _
- _Good working knowledge of MS office (outlook/word/excel)._
- _Articulate, clear oral and written communications skills in English and local language._
- _High attention to detail and accuracy._

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