Scope of Position
Ensure timely and accurate movement of freight and information, while providing exceptional customer service within the Air Export Department.
Major Duties and Responsibilities
- Receive documents.
- Ensure smooth and timely shipment process flow
- Ensure all customers standard operating procedures are followed as per the SOP.
- Ensure accurate and timely data entry into our operational system.
- Monitor shipment reports to ensure total customer satisfaction.
- Interact with our customers in arranging their international shipments, meeting customer service standards
- Contribute to maintaining good relationships with suppliers (Airline carriers, trucking companies and others involved)
- Meet compliance at all times with internal and external regulations in accordance with government regulations
Support the Supervisor in the following areas:
- Allocating workloads, monitoring work-boards to ensure internal KPI's are met e.g. timely data entry.
- Build and maintaining strong relationships with customers.
- Assist the manager and supervisor in timely responding to request for information and with market competitive pricing matching the scope of service required by the customer.
- Assist in retention calls and complete customer reviews with your regular customers to document in the CRM.
- Monitor invoicing and BNP report when needed.
- Proactively communicate with the team to ensure continuous awareness and understanding of policies and regulations.
- Be a guide for the team - mentor agents and ensure that positive attitude is maintained within the team.
- Allocate workloads within the team to ensure smooth operations during peak activity or staff absence.
- Promote productivity tools within the team (e.g. using work-board, invoice processing, expo)
- Be continuously open and positive to implementing new system changes and enhancements with your team.
Physical Demands
- Use of standard office equipment - computer with keyboard, mouse, phone, fax/copy/scan machine, etc.
- Functions performed primarily while seated at desk.
