Customer Service Agent

Há 15 horas

Western Cape Portugal Talent Room Tempo inteiro
A company in Ottery is looking for a Customer Service Agent.

Duties & Responsibilities
  • Receive and process customer, consignment, and manufacturing stock orders in line with standard operating procedures.
  • Participate in production planning meetings and track order progress to provide timely feedback to internal and external customers.
  • Request quotations from three freight forwarding service providers, where applicable.
  • Make shipment bookings with the nominated freight forwarder, considering customer request dates and arranging any required pre-export inspections.
  • Ensure up-to-date, accurate completion of relevant export documentation required to execute the successful shipping and delivery of customer orders.
  • Track shipments, liaise with freight forwarders, and provide customers with weekly updates.
  • Ensure that confirmation of stock receipt at the destination 3PL is received by company, together with all relevant supporting documentation  – consignment warehouses.
  • Process inter-company stock transfers for consignment warehouses.
  • Process customer delivery orders at the destination and coordinate delivery with 3PL service providers in the destination country. 
  • Follow up to ensure deliveries are completed on time at customer request and regularly follow up until receipt of consigned customer POD. 
  • Coordinate the customer sample process, including tracking progress, arranging couriers, and providing timely feedback.
  • Request quotations from three freight forwarders for new or project cargo, and select the most cost-effective provider based on service quality, global reach, and ease of business.
  • Maintain an updated shipping cost schedule and obtain additional quotations as requested.
  • Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
  • Communicate with freight forwarders and others concerning the shipping and transportation of cargo, referring and/or escalating unusual matters.
  • Verify the accuracy of freight forwarder invoices compared to estimates provided before obtaining authorisation.
  • Ensure freight forwarders provide in-transit shipment status updates on Mondays and Thursdays.
  • Provide internal stakeholders with incoming shipment updates on Mondays and Fridays, with daily updates on critical cargo where required.
  • File all relevant electronic sales documentation on the shared drive for easy access and retrieval.
  • Compile and submit monthly KPI reports to management.
  • Manage backorders.
  • Perform other duties as assigned.

Role Requirements: 
  • Tertiary qualification with practical experience in customer-facing roles
  • Experience in:
    • Capturing sales orders.
    • Handling customer feedback.
    • Providing weekly updates.
    • Tracking shipments.
  • Proficiency in export processes, including:
    • Understanding SAD500.
    • Requesting shipping estimates from freight forwarders.
    • Booking shipments with freight forwarders.
    • Understanding Incoterms.
  • Strong problem-solving and solution-generation skills.
  • Excellent attention to detail.
  • Written and verbal communication skills.
  • Interpersonal skills across all levels.
  • Strong planning and organisational skills, with the ability to multitask and perform under pressure.
  • Ability to work independently and take initiative.
  • Ability to be patient and thorough in tracking orders.
  • Ability to take full accountability for tasks and deliverables.
  • Well-groomed and professionally presentable.
  • Proficiency in Microsoft Office, with a strong emphasis on Excel.
  • Proficiency in Syspro

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