Customer Service Executive
Respond to all requests for quotes from customers within 24 hours from initial receipt of enquiry
Communicating with the clients/customers in regards to the cargo which would have been shipped via land, air and sea freight (You will be the first point of call for the customers and be liaising with them via telephone and email)
Develop and maintain good business relationship to the Customers, Carriers, Overseas Agents and Dubai Port Authorities for the smooth communications regarding shipments
Liaising with all major Shipping lines and Airlines for procuring the best rates for quoting the customers.
Arranging the shipments from placing the booking until delivery of the consignments.
Monitor the shipments on a daily basis, deal with any issues that may have occurred (like any lost shipments, Shipped on board status, Shipment status, Container loading and positioning, Quoting)
Perform various customer service activities, including upselling and handling new & existing accounts
Maintaining rates matrix and contact details
Co-lead procurement and sourcing initiatives for assigned trade lane development
Coordinate/drive business for the company in cooperation with the sales person owning the customer and other relevant departments
All documentation procedures until final handover of B/L to be handled diligently
Timely updating of the job details (buying and selling) in the AFSYS ERP system
Accurately preparing final customer invoices and closing of job files within agreed timelines
Ensures accuracy of the payment to the carriers and overseas agents
Manage archiving of completed shipment or job files and maintain record keeping
Ensure compliance to company policy & procedures on deliveries, risk management, ISO, SOP, and Group Internal audit guidelines etc.
Assisting management and Team Manger with any assigned special projects and providing backup to the team manager when required
Troubleshooting problems if any arises in the operations
Make speedy decisions on issues independently and take responsibility for the same.
Demonstrate ability to operate with less directions and supervisory attention and discharge accountability effectively.
Accept direct responsibility for end results
Sea Export: Arranging container release from the shipping, transporter, passing of Export Declaration, submitting the load list, preparing shipping instructions, follow-up draft confirmation, collection of bill lading and delivery.
Sea Import: Sending routing orders to the overseas agents, follow-up Pre-alert, update the client for the movement, monitoring the arrival of the shipments, sending cargo arrival notice, arranging collection of delivery order and send it to the client.
Customs Clearance: Assuring the documents are received prior to vessel arrival and relayed to the operation and customers within the stipulated time frame period.
Air Export / Import Job : Acquire AWB number from the airlines, book the cargo, get the documents and AWB instructions from the client, arranging the passing of bill of entry, transporter, handing over of the cargoes, taking the final weight and give instructions to the operation department to execute the AWB, deliver the AWB to the client. Sending routing orders to the overseas agents, follow-up Pre-alert, update the client for the movement, monitoring the arrival of the shipments, sending cargo arrival notice, arranging collection of delivery order and send it to the client.Qualifications:
Bachelor Degree in Any Field
Experience of 3+ years within a Customer Service role in Shipping / Freight Forwarding industry
Knowledgeable in CALOGI SYSTEM and EK Sky cargo Portal for executing/ issuing Delivery Order
ERP System Experience (SAP / ORACLE)
Proficiency in MS Excel, MS Word, Outlook
Decision making ability
Systematic / Self Organized Process driven approach to Work
Ability to make spot negotiations with Customers on Price & Quality Of work
Can work under Minimal Supervision
Ability to solve problems / trouble shooting
Good Communication Skills (Ability to communicate in English) Apply directly to our Website