Customer Service Representative
Auckland, Auckland, nz
6d ago
  • Ensure all customers standard operating procedures in place and updated in customer SOP.
  • Ensure all customers’ requirements are handled as outlined in their corresponding Standard Operating Procedures
  • Roll out and monitor any additional requirements as advised by customer. Use Global Air Import Workflow Monitor on a daily basis
  • Timely follow up and constant monitoring of purchase orders.
  • Effective follow up of any pending queries if not response received within one business day.
  • Timely, accurate and proactive communication with customers.
  • Proactive handling on any urgent or / and any delayed shipments.
  • All service failures are to be communicated via phone call, followed up with an email communication.
  • Timely invoicing of all account assigned and also assisting with any other invoicing when required.
  • Take ownership over any enquiries in regards to deliveries or invoicing that customers might have.
  • Understanding of foreign to foreign process and timely billing of foreign to foreign shipments and ensuring any adhoc approved charges are billed.
  • Action any account queries and ensure effective follow up is performed.
  • Ensure all emails are read, actioned and responded to on the same day of receipt and all emails to be acknowledged within 4 hours (business hours) received.
  • Ensure all email subject can easily identify supplier, customer, mode of transport and final destination.
  • Timely quoting and complete costings and quotes for current retention lanes
  • Effective use of "Task" list clearly outlining future steps to be taken.
  • Ensure that all tasks and follow ups are checked daily and actioned as required.
  • Assist operations team with any enquires related to our customers.
  • Use of CRM & updates within 24 hours i.e. Basic Review / complaints & Compliments
  • Attend Customer Visits when required
  • Meet KPI standards in accordance with the Company’s procedures
  • Overseas communications, timely responses to emails and requests (internal and external)
  • Escalation of problems to Management when necessary
  • Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
  • Meets company standards of 52 hours training per year per employee.
  • Attend training classes when required.
  • Complete mandatory training when required.
  • Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
  • Adhere to the company’s 10 cultural attributes : Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.
  • Knowledge :

    Understanding of Import documentation process a plus

    Hazardous Materials certification (preferred)

    Understanding of Expeditors systems and procedures

    Skills :

    Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate and concisely obtain positive results

    Pro-active and strong organizational skills

    Good computer skills (Microsoft Office)

    Problem solving ability

    Effective time management

    Attention to detail.

    Additional Information

    Other Benefits

  • Medical insurance.
  • Employee Stock Purchase Plan.
  • Training and Personnel development plan.
  • Apply
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