Key Responsibilities:
- Provide excellent service to our customers; demonstrate knowledge and build customer confidence
- Maintain a positive and professional attitude at all times
- Assist the customers with any and all questions and concerns
- Resolve the customers’ complaints and issues appropriately
- Maintain good communication with all other departments
- Assist the Customer Service Manager with day-to-day business and customer requirements
- Prepare any report required from the Customer Service Manager or management
- At all times comply with company policies, procedures and instructions
Daily duties:
- Contact the existing customers via telephone calls and emails to get their inquiries or RFQ
- Check with the Pricing Department the rates upon receiving the inquiry or RFQ
- Make accurate, rapid cost calculations, and provide customers with timely quotations including terms, warranties, delivery dates, insurance, etc.
- Follow up with the customer until receiving the booking confirmation
- Get all the shipment details and invoicing details from the customer
- Add all inquiries/RFQ to the inquiries list on a daily basis for follow-up, and report on the reason for lost inquiries.
- Send the booking instructions to the operations department
- Follow up with the operations department on daily basis until receiving shipping and booking details Plus,
Coordinate between the operations department and the customer for documentation if needed
make sure the invoice of Agent or Shipping line is available (all costs)
make sure the selling invoice is issued on time and send the copy to the customer
make sure the payments of freight and other charges are arranged to the agent and shipping line on time
send the draft of docs to the customer for approval before issuing the originals docs
make sure all original docs will be sent to client’s address 10 days before the shipment arrival date to destination for clearance process
- Send timely updates to the customer for the status of the shipment
- Keep on tracking the arrival of shipment to the destination and update the customer
- Contact the customers for payment collection and assist the credit department –if needed
- Ensure the customers’ details and file documents are updated, and share any changes to the appropriate departments (Pricing dept., accounting dept., credit dept., operation dept....)
- Maintain customer file documents and records by updating customer information
- Prepare the shipments report and update it on a weekly basis
Skills
Requirements and Skills:
Fluently bilingual (English and French)
Proficiency in Microsoft office and customer service software
Excellent communication and interpersonal skills
Good negotiation skills with customers
Ability to multi-task, prioritize and manage time effectively
BA Degree
3-5 years equivalent experience in shipping and logistics.