AddressRef: EH-2314
Location: Basildon
Our client, a freight forwarder is looking for an Export Customer Service Supervisor to join their office in Basildon.
The Export Customer Service Supervisor is responsible for the day-to-day performance of the assigned team and to assist the Operations Manager achieve the ultimate goal – customer excellence.
- Supervise Customer Service Department with their day to day tasks
- Responsible for coordinating training for all new hires (unless agreed otherwise)
- Work with Operations Manager to coordinate equal distribution of workload within the team
- Reviewing utilization of containers, coordinating cargo flow between warehouses to ensure highest cost efficiency.
- Coordinating workload in event of holidays and/or sickness
- Assist Customer Service with haz cargo. Ensuring all hazmat approvals are obtained prior to booking( Transhipment)
- Monitor WHS in slips daily – Liaising with warehouses not adhering to SOP for Cargo Receipt Notes
- Oversee booking handling process, ensuring daily KPIs are met, trucking booked and coordinated effectively, bookings rated correctly.
- EMT Dashboard – monitoring on a daily basis to ensure staff are actively keeping the dashboard clear and up to date – Booking turnaround, CRN notices
- Outsourcing – Working with our back office and Operations Manager to efficiently outsource Customer Service tasks without impact on service levels.
- Escalation point for client issues – To be handled in line with their professional code of conduct
- Answer phone calls from clients and vendors daily, and promptly return calls for any messages left in voicemail.
- Work with sales and operations to identify and communicate with regular clients to ensure containers are loaded with maximum utilization.
- Ensure that all intent to claims are forwarded to the Claims Department within 24 hours.
- Duties can be modified at any time by department manager and/or management.
