Customer Service Officer x3

Full Job Description

• To update customers on the shipment clearance status 
  
• Receive import orders/documents from the client (tariffs already validated through a quotation). In case of new business (new or existing client), a new quotation will be issued in accordance with company rules
  
• Check documentation to ensure that it is correct and complete
  
• Request and follow up with client/supplier for missing documentation and more detailed instructions if necessary
  
• Follow-up on clearing of consignments on both end from Declaration, Shipping line and Operations
  
• Inform client on files processing progress (standard or specific report, according to quotation) daily
  
• Alert the client/COM in case of operational issue (potential or real) and provide solutions
  
• Record customer complaints and initiate corrective action
  
• Must know at all-time what is the process status of each file within scope
  
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• Accurately capture and track all costs and expenses incurred during the life of the file and ensure supporting documentation to these costs are easily accessible in the file.
  
• Follow-up on client’s settlement of EALS invoices
  
• Notify COM and Legal department of damages and potential claims
  
• Ensure client needs and expectations are always met
  
• Ensure clients are informed when there are additional charges incurred during clearance and ensures that client accepts the same and files this communication for record
  
• Implement all necessary actions to improve quality of processing (process, request for additional resource, computers.)
  
• Control quality of formalization & documentation of the files
  
• 100% target on quality of service as per KPI and target on SPOT updates (accuracy and speed)
  
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• Adhere to all HSE requirements of the project
  
• Any other work that may be assigned by Management
  

• Degree in Business or any other related field
  
• Customer Service Certification
  
• Certificate in Clearing and Forwarding will be an added advantage
  
• At least 2 years working experience
  
• Excellent Interpersonal skills & Team player
  
• Fully conversant with MS Office
  
• Able to work under pressure to meet deadlines
  
• Possess effective diplomacy in customer relations and provide innovative solutions to issues which may arise
  
• Honest and possess a high level of integrity Attentive to details
  
• Self-starter