Customer Service Operations Specialist

Major Functions

Essential Functions

• Receive and attend to customer queries and calls on products and services promptly and provide the desired information in a courteous manner. Adhere to service standards on response time for all queries raised and that the appropriate escalation process is followed for timely and accurate receipt of information.
• Effectively monitor and track the progress of the shipment right from the time the shipment is picked at the origin to the time it is delivered to the customer at destination and update the customer on the same at all times through timely and accurate pre-alerts. Maintain an accurate order status record for review and effective tracking.
• Ensures timely execution of all shipments and related documentation.
• Provides timely updates to customers/customer services on estimate arrival and dispatch timings updating as and when required.
• Completes shipments files to include final invoicing within appropriate timelines.
• Administers accurately the handling of all shipment files, system backup and communications.
• Coordinate with Overseas Agents on routing orders and communicate shipment particular and service levels.
• Check and confirm all import and export documentations and coordinate with overseas agents and customers.
• Liaise with the airline and shipping lines on the ETA of shipments and with origin stations, operations, sales, etc. for pending documents, credit notes and other delays for the timely resolution of alterations and discrepancies (delays, offloading, short/over shipments, etc.).
• Receive accurate SLIs from customers on all Export & Import orders and assist the customer with information on documents required for processing the same. Ensure that rates are approved, and the documents are handed over to operations for processing.
• Effectively monitor all pending clearances and delivery order collections, send timely reminders to the customer and record, and file all documents systematically to enable quick retrieval when required.
• Complete bookings with carriers and submission of shipping instructions with great accuracy.
• Liaise with stakeholders including; Operations, Customers, Group Business Services,
• Shipping Lines/Agents, Government Entities and Customs in the execution of the Division’s Business Development.
• Operate in line with Standard Operating Procedures (SOP) of the Division and request development as and when required by customers.
• Work in compliance with all Government and Ministry statutory laws, initiatives and policies.
• Adhere to safe operation and compliance of the Division/Group Policies.
• Performs other duties as required.