Project Customer Service Support

Minimum requirements:

• Matric
• 3 years estimates experience
• 3-5 years operational experience in freight forwarding air/ road, sea cargo

Responsibilities:

• Assist Internal and external sales on all modes of transport by receiving and handling RFQ (request for quote and RFI (request for Information) from prospective and current customers.
• Negotiate rates with company referred Subcontractors in accordance with the Scope of Work and Incoterms.
• Assist with obtaining information from company subcontractors and Network to provide the customer with the best solutions for the required scope of work.
• Gather requirements from the customer, suggest alternative methods, contingencies, insurance cover and routing etc. and transfer successful sales to the Middle Office.
• Assist Project Commercial team with commercial visits to customers whenever needed to explain the rates offer and Work method i.e., Scope of Work.
• Keep all rates & the validity on file for reference purposes with middle office & customers.
• Handle required rate negotiations with company subcontractors. 
• Conduct rate analysis to identify best rate (price and quality).
• Generate estimates on the company quotation model or the prescribed Customer schedule.
• Submit estimates in accordance with approved rates, showing a comparison between the buying and selling rates to determine the Gross Margin percentage.
• Monitor success of estimates and tenders submitted and update the quotation module.
• Complete reporting requirements where required.
• Ensure destination Country Import Procedures and regulations are taken into account when preparing the rate offer.
• Clearly define Terms and conditions, Rate Validity and Rate of Exchange used for each country in the rate off
• Create and send accurate estimates as requested by clients and agents, sourcing relevant rates.
• Ensure that all quotes are registered on quotation module & the outcomes of quotes are updated. on a weekly basis with regards to accepted, in progress, lost, sent and to follow up.
• Hand all new business over to operations. 
• The handover to include the completed estimate, rate sheet/ work sheet and the original customer enquiry and all other relevant documentation.
• Ensure all buying and selling rates are logged and instructions have been provided in writing on which subcontractors / company office the rate offer is based on.
• For long term projects a meeting is to be set up between Project Estimator, Commercial Manager and Operations. 
• Depending on the Scope of Work i.e., once off this can be done via email.
• Compile the rate offer for Project Tenders in accordance with a Tender Rate template or customer supplied template. This rate template must be allocated a company Quotation reference number and be uploaded into the system.
• Ensure that estimate requests from new clients that are not registered on the company system are sent to the Commercial team as leads.
• Ensure that existing client contact details are correct and up to date in the Quotation module.
• Assist other sections, when required, with identifying suitable hauliers for specific work they may be quoting on.
• Ensure that records are kept of rates to ensure competitive mark-ups are applied and negotiate best rates with the airline and shipping lines, road transporters and any other relevant service provider required
• Any other delegated tasks deemed as reasonable as assigned by the reporting manager
• Deal Directly with customers either by telephone or electronically
• Obtain and evaluate all relevant information to handle enquiries
• Understand Incoterms and various shipping terminology
• Assessing viability of business, negotiating rates, planning of scope of work
• Compile estimates according to projects/ shipment and customer / company requirements
• Planning response, rate negotiation, and quoting on tenders for projects
• Ensure total accuracy of all quotations submitted (to be signed off by relevant BU Managers - amounts above individual assigned value or where deemed appropriate)
• Ensure all quotations are carried out profitably
• Negotiations to be based within the company approved vendor lists and on quality of the service offered, as well as cost
• Communicate and coordinate with relevant internal departments
• Liaise and communicate with comoany network regularly
• Handling of general administrative tasks
• Create a positive relationship with customers and ensuring the interaction the customer has with the business is an efficient satisfying experience
• Maintain good communications with operational and administrative staff internally