Client Services Representative

SUMMARY:
Client liaison and responsibility to manage clients shipping requirements for the clients that has been allocated to your portfolio. Ensure that all client’s needs are met pertaining to any work undertaken by The Client.

POSITION INFO:

1. 1.    Client Liaison

• Liaise with client continuously and in a proactive manner regarding shipment events.
• Attempt to seek extended business from existing clients and referrals
• Present the company as and when required i.e. company functions, client meetings, etc
• Send daily status reports to Clients with current information on all their shipments

2.  Shipment booking and Co-ordination

• Liaise with Client Services department and Trade Lane to co-ordinate the booking and loading of shipments. Relay information to supplier’s offices / trade lane relating to pending orders to establish ready date
• Monitor daily closer to ready date as to ensure cargo collected on ready date
• All info needs to be cross communicated to this person to ensure delegated work had been executed
• Manage client administration on an international level  i.e. dispatch routing orders and arrange inspections as required
• Ensure documents are received in full as to enable WNL to process clearance and invoice out
• Hand over shipment information as and when the documents are received to operations and continue monitoring

3.  Rates

• Responsible for all rates relating to existing clients, including changes relating to Freight Rates
• Rate Proposal and SOP’s updates for existing clients
• Communicating Sell rates to Clients
• NAC must be followed up with Trade Lane and communicated in writing to Clients
• Communicate buy and sell rates to operations

4.   Managing of Key Accounts

• Regular service calls to existing customers, at least once a month
• Service call reports within reasonable timeframe

5.  Estimates

• Creating estimate links to Estimates
• Quality checks prior to sending estimates to the client
• Send estimates to clients

6.  Queries

• Query Resolution and assist all departments as well as client to resolve any query pertaining to a client in your portfolio speedily
• Ensure clearing instructions or export instructions are completed in full
• Develop and provide clients according to the monthly / quarterly KPIs
• Secure extension business from existing accounts
• Proactively managing of credit limits of Clients to ensure that entries are not suspended
• Assisting with the recovering outstanding payments
• Presentation of Up and Down trade report on a monthly basis
• Shipment report to be sent daily

Requirements:

• Matric or equivalent of Senior certification
• High level of Computer literacy
• All modes – Air, Ocean & Road
• Minimum of 5 years’ experience in Freight Forwarding & Clearing
• Minimum of 2 years Client interfacing experience