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Respond promptly to customer enquiries by email & phone.
Deal directly with customers either by telephone or email only when authorized by Key Account Manager.
Record, handle and resolve the customer complaints.
Obtain and evaluate all relevant information to handle enquiries and complaints.
Direct requests and unresolved issues to the correct designation to resolve and highlight to manager if support required.
Record and process orders and requests with full supporting documentation throughout – direct, transit or consolidated in stock.
Maintain Daily Status Reports.
Communicate and coordinate with internal departments for storage, packing and transportation requirements.
Ensure all documentation copied to Customer, Supplier, Consignee, Internal Departments, using email, CW1 and Insight to ensure timely invoicing.
Liaise with overseas offices for arranging shipments for various clients when required.
Provide back up for team when on leave/training/sick.
Generate payment invoice and pass to Finance for checking.
Where documents are not provided chase to ensure invoicing isn’t delayed.
Coordinate Free zone paperwork for customs to clear duty payments.
Recheck all documentation for the PO information, as many suppliers don’t provide and therefore invoicing falls over.
Stock report for client & Maintain daily status report.
Ensure all documents related to shipments (CIPL, BL/AWB, COO etc.) are uploaded in CW1 e-docs.
Ensure all relevant invoices from overseas offices/agents are accounted for and passed in CW1.
Update and record all mandatory fields in CW1 jobs to meet set data integrity guidelines by global CW1 team.
Timely and accurate invoicing/billing to customer based on requirements and deadline and to ensure invoicing of completed jobs is done to monthly KPI’s.