CUSTOMER CARE – Express Freight Management (Fiji) Ltd

JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
We are a vibrant, international freight forwarder with branches throughout the South Pacific

& Australia. We have an immediate opening for a quality Customer Care for our Nadi Air Freight Office.

The successful applicant will:

– Ensure smooth and timely freight process flow

– Ensure accurate and timely data entry into the system

– Track and trace shipments as required

– Utilize Process Monitors and Workflows on daily basis

– Ensure timely movement and delivery of freight to customers

– Ensure documents are sent to customer or broker for customs purposes

– Interact with our customers in arranging their shipments, exceeding customer service expectations

– Contribute to maintain strong relationships with suppliers (airlines, service contractors, and others)

– Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer’s policies /requirements.

– Booking with vendors/ shippers
• Planning with vendors/ shippers (Vendor coordination)
• Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on :
o Service delivery wins
o Service failures
• Work with the EFM Ops Team / Suva Commercial team to establish and strengthen customer relationships.
• Manage stakeholders for efficient process.

– Understand department process flow, constantly looking for areas of improved efficiency

– Ensure all customers’ standard operating procedures are followed and updated

– Meet KPI standards, as per the company procedures

– Overseas communications, timely responses to emails and requests (internal and external)

– Create and maintain customer SOPs

– Provide customer quotes on request

– Assist in Sales and Marketing works.

– All other ad-hoc work instructions from Supervisor/Manager