13 Oct
The Talent Room
Cape Town
A company in Ottery, Cape Town is seeking a Customer Service Agent to join their team.
Duties & Responsibilities
- Receive and process customer orders, consignment stock orders, and manufacturing stock orders in line with standard operating procedures.
- Participate in production planning meetings and track order progress to provide feedback to customers (internal and external) on loading dates.
- Request quotations from 3x FF service providers for review where necessary.
- Make shipment bookings with the nominated freight forwarder with consideration to customer request dates and arrange any pre-export inspections where required.
- Ensure up-to-date, accurate completion of relevant export documentation (annexure A)
required to execute the successful shipping and delivery of customer orders.
- Track shipments, liaise with freight forwarders, and update customers weekly on order progress.
- Ensure that confirmation of stock receipt at destination 3PL is received by the company together with all relevant supporting documentation (Annexure B) consignment warehouses.
- Process inter-company stock transfers Consignment warehouses.
- Process customer orders for delivery at destination and arrange delivery with 3 PL service providers in the destination country consignment warehouses.
- Ensure deliveries are completed at customer request and regularly follow up till receipt of consigned customer POD all customers.
- Coordinate the customer sample process including tracking progress, arranging courier, and providing feedback to the customer.
- Request quotation from 3 FF service providers for new or project cargo.
- Select a cost-effective service provider (with consideration to global reach, ease of doing business,
and customer excellence).
- Maintain an updated shipping costs schedule and obtain additional quotations as requested.
- Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
- Correspond with forwarders and others concerning shipping and transportation of cargo, referring and or escalating unusual matters.
- Verify the accuracy of forwarder invoices compared to estimates provided before obtaining authorization.
- Ensure FF service providers send status updates on in-transit shipments (Monday / Thursday) as agreed.
- Provide updates to internal stakeholders on incoming shipments on Monday / Friday with daily updates on critical cargo as requested.
- File electronic sales documents related to each shipment on the shared drive for easy access.
- Compile monthly KPI reports for management.
- Manage backorders.
- Perform other duties as assigned.
Desired Experience & Qualification
- In possession of an appropriate tertiary qualification backed by hands-on experience in customer-facing roles.
- Customs knowledge
- Inco terms knowledge
- Export Experience
- Shipping experience.
- Strong problem-solving and solution-generation skills.
- Excellent attention to detail.
- Tenacious in the execution of company vision, values, and strategy.
- Good oral & written communication skills.
- High levels of self-motivation and drive to get things done.
- Experience working with customer-related systems.
- Excellent verbal and written communication.
- Analytical skills,
integrity, and self-discipline.
- Is an independent self-starter who uses their initiative.
- Is patient and thorough in tracking the progress of orders in the system.
- Has excellent interpersonal skills that enable them to communicate well at all levels.
- Has strong planning and organising skills including the ability to multitask. and work well under pressure.
- Supported by their friendly manner and ability to think on their feet.
- Demonstrates strong organisational skills and accountability.
- Is relationship-oriented and works well as part of a team.
▶️ Customer Service Agent (Shipping) - Ottery, Cape Town
🖊️ The Talent Room
📍 Cape Town