AddressCustomer Service Manager - Export
Salary Offer: $85,000 P.A + Super
About the role:
-The role is managing the Customer Service team of our Melbourne Freight Forwarding branch. You will be managing air and sea freight operations for exports shipments and being a back up for the import.
-Your day-to-day actions will need to be driven with a very strong customer care focus as SIFA promote and rely on a very strong and efficient service to develop its activities.
The main activities can be listed as per the below:
-Order Processing & verification / Documentation: Ensuring accurate and complete documentation for import and export transactions, including invoices, packing lists, customs declarations, and shipping documents. Verifying the details of customer orders to prevent errors and discrepancies in shipments.
-Compliance & Regulations / Customs & trade Compliance: Staying informed about import/export regulations and customs requirements to facilitate the movement of goods across borders. Ensuring that all transactions comply with international trade laws and regulations.
-Communication (customer and thirdparty): Providing timely and accurate information to customers regarding order status, shipping details, and any potential issues. Collaborating with logistics teams to track shipments, address delays, and communicate with customers about delivery timelines.
-Problem Resolution: Proactively identifying and addressing potential issues that may arise during the import/export process. Resolving customer complaints, shipping delays, and other issues efficiently to maintain customer satisfaction.
-Technology and Systems: using and managing systems to track orders, monitor inventory levels, and provide real-time updates to customers. Utilizing CRM systems to maintain customer information, track interactions, and manage customer communications.
-Quality Assurance / Return Management: Handling and coordinating returns or replacements for defective or damaged goods.
-Logistics and Transportation / Shipping Coordination: Coordinating with shipping and logistics providers to ensure timely and cost-effective transportation of goods. Understanding and applying International Commercial Terms (Incoterms) to define responsibilities and risks between buyers and sellers.
-Understanding Market Dynamics: Staying informed about market trends, pricing, and competitive landscape to provide valuable insights to customers.
-Continuous Improvement / Process Optimization: Identifying opportunities for process improvement and implementing changes to enhance efficiency in import and export operations.
-Cross-Functional Collaboration / Collaboration with Sales and Marketing: Working closely with sales and marketing teams to understand customer needs and provide support in achieving business objectives.
-Reporting: Organising the daily and weekly actions driven by the KPI and company performance.
-The combination of the above skills is a key element for the organisation efficiency, profitability, and development.
Skills and experience he candidate must:
-Have the technical freight forwarding background as listed in the job descriptions.
-Have the management skills & behaviours.
-Excellent Customer Service skill (spoken & written)
-Good problem solving and negociation skills
-Be fluent in French
-Independent, hard worker & Hands-on
-Able to cope with very high stress
The candidate must have :
-2 to 5 years experiences within the logistics industry.
-Willingness to evolve
