Customer Service Specialist

Purpose of the job 

To meet and service customers’ requirements according to agreed  SLAs effectively and in accordance with company quality procedures and statutory requirements. 

Key Tasks 

• Timely and effective communication with Customers & internal departments via email and telephone. 

• To receive and accurately enter Bookings on Company’s TMS. 

• Fast instruct all consignments to appropriate department. 

• Liaise with Operations and overseas offices to ensure customer commitments are delivered upon. 

• Effective monitoring to ensure deliveries are completed within the agreed timelines. 

• Proactive problem solving with customers and colleagues when issues arise. 

• Invoicing in an accurate and timely manner. 

• Inputting of costs on company’s internal system. 

• Provision of PODs to meet customer requirements where necessary. 

• Calculate and submit quotations in accordance with current procedures. 

• Create and maintain KPI's through the companies’ systems and microsoft excel. 

• Non- Conformance Reporting when and where needed. 

• General Day to Day administrative duties. 

• Monitor volume trends ongoing, highlighting any changes to management. 

Skills required 

• Be Customer focused with dedication in your service delivery to meet Customer needs. 

• Ability to maintain positivity when working under pressure, prioritising workload where necessary. 

• Be reliable with the ability to multitask and have strong problem solving skills. 

• Strong attention to detail, accuracy and numeracy. 

• Excellent IT skills with the ability to learn new systems quickly as required i.e. Cargolink, Webcost, Microsoft Word/ Excel/Outlook. 

• Excellent communication skills both verbal/written with a polite, courteous and professional telephone manner. 

• 1-2 years customer service experience in a Freight Forwarding department. Knowledge of the Transport Industry is essential.