Job Description

Key functions of the role are:
·Acting as the focal point for all customer service enquiries; building relationships & retaining customers
Delivering service excellence through the management of the customer’s cargo flow. Understanding the specific requirements at the customer level.
Identifying customer booking pattern and pro-actively engage with customers (i) regarding future changes or constraints to our products; and (ii) where customer booking pattern changes.
Follow-up internally as appropriate.
Managing exceptions during the shipment execution phase; notify customers of any additional costs their cargo may have incurred. Facilitate customer initiated changes internally as is possible.
Managing initiated changes to minimise disruption to our customers’ business.
Managing customer complaints, provide appropriate solutions or alternatives and follow up to ensure successful resolution.
Implementing strategic directions:
oIntroduce e-commerce capabilities and assess customer readiness;
oPromoting new market/service opportunities and business development areas;
oShaping business pattern to mutual advantage.

The ideal candidate will need:
Be able to problem solve and work under pressure.
Work as part of a close team and independently as required.
Has excellent attention to detail.
A positive attitude and good phone skills.
Knowledge of Excel and Iris 4 are desirable.