Client Services Representative

Purpose:

Client liaison and responsibility to manage clients shipping requirements for the clients that has been allocated to your portfolio. Ensure that all client’s needs are met pertaining to any work undertaken by the company. Client’s needs to be kept updated on the status of their shipments and any problems addressed speedily as to have no or minimal impact on clients.

Requirements:

Knowledge & Experience

Matric or equivalent of Senior certification
High level of Computer literacy
All modes – Air, Ocean & Road
Minimum of 5 years’ experience in Freight Forwarding & Clearing
Minimum of 2 years Client interfacing experience

Skills

Conceptual, analytical, numeracy
Query Resolution
Communication
Time management
People Skills
Ability to work under stress
Attention to detail
Exceptional communication skills (written and verbal)

Attributes

Adaptability: Adjusting effectively to work with new structures, processes and requirements
Contributing to team success: Actively participating as a member of a team to move the team towards completing a goal
Customer focus: Develop and sustain productive internal & external customer relationships
Follow up: Monitoring the results of assignments
Communication: Setting up ongoing procedures to collect and review information needed to manage activities
Managing work: Effectively managing one’s time and resources to ensure that work is completed efficiently (includes time management)
Stress tolerance: Maintaining stable performance under pressure or opposition
Work standards: Assuming responsibility and accountability for successful completing assignments or tasks

Training

Induction
Quality Training

Duties And Accountabilities:

Client Liaison

Liaise with client continuously and in a proactive manner regarding shipment events.
Attempt to seek extended business from existing clients and referrals
Present the company as and when required i.e. company functions, client meetings, etc
Send daily status reports to Clients with current information on all their shipments
Shipment Booking and Coordination

Liaise with Client Services department and Trade Lane to co-ordinate the booking and loading of shipments. Relay information to supplier’s offices / trade lane relating to pending orders to establish ready date
Monitor daily closer to ready date as to ensure cargo collected on ready date
All info needs to be cross communicated to this person to ensure delegated work had been executed
Manage client administration on an international level e. dispatch routing orders and arrange inspections as required
Ensure documents are received in full as to enable WNL to process clearance and invoice out
Hand over shipment information as and when the documents are received to operations and continue monitoring

Rates

Responsible for all rates relating to existing clients, including changes relating to Freight Rates (origin, warehousing and annual clearing rates)
Rate Proposal and SOP’s updates for existing clients
Communicating Sell rates to Clients
NAC must be followed up with Trade Lane and communicated in writing to Clients
Communicate buy and sell rates to operations
Managing of Key Accounts

Regular service calls to existing customers, at least once a month
Service call reports within reasonable timeframe

Estimates

Creating estimate links to Estimates
Quality checks prior to sending estimates to the client
Send estimates to clients

Queries

Query Resolution and assist all departments as well as client to resolve any query pertaining to a client in your portfolio speedily
Ensure clearing instructions or export instructions are completed in full
Develop and provide clients according to the monthly / quarterly KPIs
Secure extension business from existing accounts
Proactively managing of credit limits of Clients to ensure that entries are not suspended
Assisting with the recovering outstanding payments
Presentation of Up and Down trade report on a monthly basis
Shipment report to be sent daily