To update customers on the shipment clearance status
Receive import orders/documents from the client (tariffs already validated through a quotation). In case of new business (new or existing client), a new quotation will be issued in accordance with company rules
Check documentation to ensure that it is correct and complete
Request and follow up with client/supplier for missing documentation and more detailed instructions if necessary
Follow-up on clearing of consignments on both end from Declaration, Shipping line and Operations
Inform client on files processing progress (standard or specific report, according to quotation) daily
Alert the client/COM in case of operational issue (potential or real) and provide solutions
Record customer complaints and initiate corrective action
Must know at all-time what is the process status of each file within scope
Obtain required authority from credit control to pay disbursements
Accurately capture and track all costs and expenses incurred during the life of the file and ensure supporting documentation to these costs are easily accessible in the file.
Follow-up on client’s settlement of EALS invoices
Notify COM and Legal department of damages and potential claims
Ensure client needs and expectations are always met
Ensure clients are informed when there are additional charges incurred during clearance and ensures that client accepts the same and files this communication for record
Implement all necessary actions to improve quality of processing (process, request for additional resource, computers.)
Control quality of formalization & documentation of the files
100% target on quality of service as per KPI and target on SPOT updates (accuracy and speed)
Participate to all safety training as required
Adhere to all HSE requirements of the project
Any other work that may be assigned by Management
Degree in Business or any other related field
Customer Service Certification
Certificate in Clearing and Forwarding will be an added advantage
At least 2 years working experience
Excellent Interpersonal skills & Team player
Fully conversant with MS Office
Able to work under pressure to meet deadlines
Possess effective diplomacy in customer relations and provide innovative solutions to issues which may arise
Honest and possess a high level of integrity Attentive to details
Self-starter
