Permanent - Client Services Representative - Cape Town - South Africa

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

Forward / Indent Monitoring

• Relay information to origin 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
• Ensure documents are received in full as to enable Rhenus to process clearance and invoice out (Require origin invoice, applicable bill, suppliers’ invoice, suppliers packing list, certificates where required)
• Hand over shipment information when all documents received to operations and continue monitoring

Rates

• Responsible for all rates relating to existing clients, including changes relating to Freight Rates (origin, warehousing and annual clearing rates)
• Rate Proposal updates for existing clients
• Communicating Sell rates to origin office
• Communicate buy and sell rates to operations

Managing of Key Accounts

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

Estimates

• Send estimates to clients
• Creating estimate links to Estimates

Queries

• Query Resolution and assist all departments as well as client to resolve any query pertaining to a client in your portfolio speedily

Quality Checks

• Ensure clearg instructions or export instructions are completed in full

Client Information

• Ensure client info is continuously updated in CargoWise

Reporting

• Develop and provide clients according to the monthly / quarterly KPI’s
• Secure extension business from existing accounts

Knowledge & Experience

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

Skills

• Conceptual, analytical, numeracy
• Query Resolution
• Communication
• Time management
• People Skills
• Ability to work under stress
• Attention to detail
• Exceptional communication skills (written and verbal)

Attributes

• Adaptability: Adjusting effectively to work with new structures, processes and requirements
• Contributing to team success: Actively participating as a member of a team to move the team towards completing a goal
• Customer focus: Develop and sustain productive internal & external customer relationships
• Follow up: Monitoring the results of assignments
• Communication:  Setting up ongoing procedures to collect and review information needed to manage activities
• Managing work: Effectively managing one’s time and resources to ensure that work is completed efficiently (includes time management)
• Stress tolerance: Maintaining stable performance under pressure or opposition
• Work standards: Assuming responsibility and accountability for successful completing assignments or tasks

Training

• Induction
• Quality Training