Customer Service Import Officer

Overview

We are hiring!

Our client in the transport freight and logistics business is looking for a Customer Service Import Officer.

Responsibilities:

Customer Service

Handle exceptions with customers and get approvals from top management;

Customer requests and complaints;

Disputes and provide appropriate solutions and alternatives;

Coordinate with related internal teams and follow up to ensure resolution

Import Management

• Prepare the vessel files with all relevant documents
• Invoicing
• D&D invoicing
• Perform the D&D cleaning on daily basis (TBI – to be invoiced).
• Update NOA & invoicing contacts in Lara
• Release Cargo after collecting all the documents and payment approved by AR team in Nova
• Monitor the Idle full and follow up
• If missing information contact relevant parties (Consignees)
• If missing information contact relevant parties (Bookers, Logistics, T/S desks…)
• Manage Transport Delays & Inform Customers
• Monitor Transport Status and Quality
• Manage Transport Extra Costs Ensure Costs to be rebilled are correctly rebilled
• Coordinate delivery to customers premises
• Intermodal

• Send reminders to consignees on weekly basis for their idle imports TBLs pending at POD
• Ensure that all documentation related to idle import TBL are dully sent to POD Agency on time
• Check on weekly basis on the green lights sent

JOB DESCRIPTION

• Update consignee with tracking information following the updates received from the transporter.
• Request from and collect all extra charges including port storage and not release cargo until collection

KEY RESPONSIBILITIES

Ensure all invoices are generated on time and send to all customers;

Shipments are released after payments;

KPI

Customer satisfaction

• TBI file – Target
• KPI – SD20 – % of Invoice Accuracy – FREIGHT -Target 95%
• KPI – SD17 – % of collect charges invoiced on time Target 90%
• SD19 – % of Invoice Accuracy – FREIGHT Target 95 %
• Timely provision of documentation
• Close follow up to reduce errors/losses margin of error 1%

PLEASE NOTE – ONLY CANDIDATES UNDER SERIOUS CONSIDERATION WILL BE CONTACTED