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Customer Service Representative W.E.C. Lines

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About

10th January 2022

Job Title
Customer Service Representative
Department
Exports
Reports into
General Manager
Location
Felixstowe
 

Job Purpose

The main purpose of this role is day-to-day handling of bookings for Deep Sea or Short Sea service whilst following relevant process through to include manifesting and original bill of lading.  The job holder is responsible for keeping customers informed of all that is relevant to their shipment and providing ‘best-in-class’ customer service. 

Main Duties and Responsibilities

  • Provide exceptional customer service via telephone and e-mail.  Assist customers with their enquiries, provide solutions to issues arising and deal with customer complaints in a professional manner
  • Maintain and enhance customer satisfaction levels to ensure customer retention and create sales opportunities
  • Create Export bookings taken from customer instructions, including arrangement of transport, container allocation requests and costings
  • Book Export containers onto the quay after collection through the port system Destin8, including hazardous shipments
  • Respond to customer requests for information as well as queries and complaints
  • Ensure customers are notified of all respective changes and invoices are raised in an accurate and timely manner
  • Maintain thorough knowledge of services as well as legislation and maritime rules and regulations
  • Input customer shipping instructions into Odyssey to enable issuance of draft bill of lading, making any amendments to the draft as requested by the customer
  • Allocate containers from the depot and enter delivery details if doing haulage, send by EDI to Transport and follow up with a hard copy via e-mail
  • Check the transport call-over to make sure all collection dates are correct in accordance with the booking made
  • Match Export bookings to containers booked into the port system (Destin8) by downloading reports in the form of Excel spreadsheets
  • Pull and check all load reports in order to send to planners, vessel master and agent, send together with DGN notes/manifest and waste licenses
  • Ensure all bills of lading are updated with shipping instructions, send draft bills and await approval from shipper once approved and vessel sailed
  • Finalise and print original bills of lading to be sent by RMSD to the customer
  • Participate in systems and department enhancements and support continuous improvement in everything we do.  Suggest ways to improve customer service and running of operations
  • Develop and support a strategy to reduce paperwork and move to a digital or automated process that enhances our and customer experience
  • Provide cover for colleagues during holiday and sickness
  • Any other duties that may be reasonably required by the business

Person Profile, Skills and Experience

  • Good understanding of Export shipping procedures
  • Good deep sea and/or short sea shipping knowledge
  • Good knowledge of port systems Destin8 and CNS
  • Good knowledge of Odyssey system
  • Professional and confident telephone manner and e-mail etiquette
  • Excellent customer service skills
  • Clear written and verbal communication skills
  • Attention to detail and high level of data input accuracy
  • Ability to solve problems and work under pressure
  • Organised and able to prioritise and work to deadlines
  • Negotiation skills and diplomacy
  • Good working knowledge of Microsoft Word and Excel

Applications

TBA - info to be added ASAP  

Closing Date

The closing date for this job offer is on 31/01/2022

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