The cluster has strong growth potential and has a dynamic team with many different business entities, ranging from stevedoring to container terminals and logistics.
Safmarine is recruiting for an Import Customer Service (Pre-call).
Key Areas of Responsibility:
1. Achieving Safmarine Nigeria’s set Customer service yearly targets
- Customer satisfaction survey target
- Access and Experience targets
- Customer service PDI/KPI targets
2. Handle all Safmarine Import related Pre-call activities
- Ensure arrival notices are sent timely
- Ensure BL parties are correctly updated in all related systems according to customer requirements
- Ensure increase in invoicing accuracy in relation to invoiced parties and charges
- Ensure cargo concessions given prior to arrival are documented and properly applied
3. Handle all customer service related issues
- Proactive customer notifications (arrival notices, cargo rolling, re-routings, short-shipments, rotation numbers etc)
- Transshipment & Re-shipment requests
- Documentation amendments
- Customer invoice enquires
- Coordination of Safmarine branding & Events
- Customer database management
- Special cargo requests (step-down, retention, re-handling etc)
4. Act as in-house sales back-up
- Assist in handling customer enquires and issues for segmented and non-segmented customers
Generally:
- Inter and Intra department coordination – (especially with Maersk Line colleagues handling back-office functions)
- Attend to APM mail communications – ensure prompt and effective communication. Ensure clear differentiation between internal correspondence and external correspondence.
- Handle customer’s complaints and ensure corrective actions are initiated, thus preventing that same mistakes happening again.
Training/Special Skills Required:
- Overall shipping knowledge.
- Communication and probing skills.
- Problem solving skills.
- Inter Personal skills.
- Report writing / reporting skills
- Ability to multi-task
- Excellent IT skills
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