Customer Service Agent; Shipping

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 SAD
    500.
  • 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