Export Customer Service Operator

Job Role:

The Customer Service Advisor holds accountability for executing daily tasks to accomplish the primary objective: customer satisfaction and serving as the initial point of contact for most clients. Their role is to guarantee clients receive a consistently professional, courteous, and efficient level of service at all times.

Primary Focus Areas:

• Submission of customer bookings in adherence to Customer Service SOPs.
• Handling customer and third-party queries confidently and promptly, escalating to management when necessary.
• Proactively contacting clients or missing shippers to secure additional bookings when container volumes are low.
• Corresponding with overseas agents via email or Oms to ensure accurate and timely information for all Routed Bookings.
• Efficiently managing amendments to bookings, including changes in CBM, weight, or number of pieces.
• Arranging haulage bookings, taking into consideration any special agreements such as free pick-up.
• Resolving haulage issues, such as addressing instances of drivers not showing up.
• Notifying clients via email about vessel delays or short shipments with dates to be confirmed.
• Obtaining hazmat acceptance if required, unless previously submitted by sales.
• Communicating with suppliers for freight collect shipments and obtaining necessary paperwork like MSDS, DGN, invoice, and packing list.
• Proficiently handling short shipments.

Customer Service

• Proficient in customer service with a track record of resolving issues in a solution-focused manner.
• Ability to communicate professionally and efficiently while addressing all aspects of client expectations and issues.

Financial 

• Ensuring accurate rating of all bookings according to client and agent agreements, and inputting third-party expenses at the booking level when necessary.

Business Strategy

• Aligning all communication, both internal and external, with the company Core Values and actively promoting existing and new services.
• As the primary point of contact within the business, consistently providing a level of service that demonstrates excellence and meets service level expectations.

Communication

• Confidently liaising with colleagues at all levels using various communication mediums.
• Professional and efficient communication with customers.

Commercial

• Proactively seeking opportunities to increase revenue, whether by offering value-added services at our CFS's or identifying revenue-generating opportunities for specific requests.