Customer Service Import/Export Coordinator at Ocean Network Express

JOB PURPOSE

Ensure high quality customer service by delivering targets, objectives and customer satisfaction. Pro-actively coordinate and manage our customer portfolio and build strong customer relationships within the  import/export CS disciplines. Be an active participant in the continuous improvement of the department’s  daily functions and procedures.

PRIMARY JOB RESPONSIBILITIES

•  Execution of the day to day activities in order to facilitate the customers’ bookings.
•  Understand and apply the agreed working procedures and standards.
•  Timely identify and escalate gaps in SOP’s and off-shore performance.
•  Actively monitor Customer / vessel allocation.
•  Work on self-performance and identity improvements
•  Actively keep abreast on sector and internal knowledge development.
•  Ensure quality standards and KPI’s are met to maintain and enhance service to customers.
•  Continuous review of best working practices to improve effectiveness and productivity.
•  Ensure that all processes and transactions are fully compliant with Company rules and regulations.
•  First point of entry for resolving customer queries and operational issues.
•  Occasionally represent ONE organization in joint visits with Sales team.
•  Ensure that all processes and transactions are fully compliant with company rules and regulations.
•  Ensure good collaboration, communication of staff within departments and other functional areas.
•  Communicate effectively with customers and advise customers with a pro-active approach.
•  Arrange regular department meetings for team

REQUIRED SKILLS AND COMPETENCIES

• 3 - 5 years of relevant working experience in relevant position in shipping/logistics business
• Good communication skills - fluent in English spoken and written
• High attention to detail and accuracy
• Good PC skills, such as MS office (outlook/word/excel)
• Attention to detail
• Diligent with high standards of accuracy and detail
• Good organizational and presentation skills
• Ability to work under pressure & excellent time management skills.
• Ability to prioritize workload.
• Teamwork, Communication, Problem Solving, Planning and Organization
• Ability to work under minimal supervision.
• Innovation and Improvement
• Passion
• Certified to process DG shipments (preferred).
• Certification in Integrated Customs Management System (iCMS) for cargo clearance with KRA will  be an added advantage