Customer Services Coordinator Imports
2 weeks ago
**Job Purpose**
Ensure high quality customer service by delivering targets, objectives and customer. 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**.**
**Primary Job Responsibility**
In the role as a Customer Services Coordinator, Import, 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.
- Commercial decision making and problem solving 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 Arrange regular department meetings for team.
- Proactively follow
- up and keep customer informed of any issues or changes to their shipment.
**Required Skills & Competences**
- Demonstrable sector experience (at least 3 years of shipping knowledge preferred)
- Good working knowledge of MS office (outlook/word/excel) and Google Applications.
- Articulate, clear oral and written communications skills in English and local language.
- High attention to detail and accuracy.
- Business Awareness and commercial acumen.
- Customer Focus.
- Communication.
- Problem Solving.
- Planning and Organisation
- Decision Making.
- Teamwork.
- Ability to work under pressure.
- Ability to prioritise own workload.
- Reliable and excellent time management skills.
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