Address
Form of work
SalaryJob 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.
