Customer Services Coordinator (Temp)
  • Cape Town, Western Cape, South Africa
  • Ocean Network Express
Job Description

A vacancy exists for a CS COORDINATOR within ONE’s Customer Service Department. To Ensure high quality customer service by delivering targets, objectives and customer satisfaction.

Pro- actively coordinate and manage our customer portfolio and build strong customer relationships within the import CS disciplines.

Be an active participant in the continuous improvement of the department’s daily functions and procedures.

The successful incumbent will be exposed to and expected to do the following :

  • Accurate processing and coordination of customer requests to ensure that all import carrier and merchant instructions are processed effectively.
  • Understand and apply the agreed working procedures and standards.
  • Timely identify and escalate gaps in SOP’s and offshore performance.
  • Ensure that cargo is released against presentation of the original B / L and that freight and charges are collected.
  • Work on self-performance and identity improvements
  • Actively keep abreast on sector and internal knowledge development.
  • Ensure quality standards and KPI’s are met to maintain and enhance service to customers Continuous review of best working practices to improve effectiveness and productivity.
  • Ensure correct invoicing and full cost recovery, optimising revenue.
  • First point of entry for resolving customer (cargo)claims, queries and disputes.
  • Actively promote, sell and develop the use of ecommerce.
  • Occasionally represent ONE organisation in joint visits with Sales team.
  • Ensure that all processes and transactions are fully compliant with company rules and regulations.
  • Ensure good collaboration, communication of staff within departments and other functional areas
  • Communicate effectively with customers and advise customers with a pro-active approach.
  • Ensure timely and correct communication with authorities eg. Customs, Port Health etc.

SKILLS & EXPERTISE Demonstrable sector experience (at least 3 years of shipping knowledge preferred)

  • Good working knowledge of MS office (outlook / word / excel).
  • Articulate, clear oral and written communications skills in English and local language.
  • High attention to detail and accuracy.

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