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Form of workGeneral Description:
Responsible for providing and maintaining effective and high-quality operational functions and customer service for all internal, external customers by using in-depth Company, Industry, Product and Service knowledge.
The Information Management Coordinator is accountable for meeting the companies and customers operative Key Performance Indicators and Service Level Agreements ensuring overall client satisfaction. They will be the guardian of information in various forms, ensuring it reaches internal and external stakeholders.
Responsibilities:
Customer Service:
- Respond promptly to all customer enquiries and provide proactive updates in a timely and professional manner.
- Handle and resolve all customer matters, informing the Senior Operations Coordinator of any problems that may arise.
- Act as an integral part of our operational & sales departments.
- Monitor all client shipments from order placement ensuring zero impediments or delays.
- Ensure all shipment processes and procedures are completed and quality standards are met.
- Provide shipping and delivery information to internal/external clients
- Work closely with the Client Services Department to identify potential issues and/or opportunities within or related to shipments.
- Support the implementation and communicate any SOP development process for our clients, including updates to the account handling requirements to the Client Services Department
- Stay current with industry and company updates, ensuring clients are always correctly informed where required.
- Assist and provide input for all Client Services initiatives to improve Transolve customer experience, products and services
- Follow company Procedures and Policies.
Operations:
- Process and manage Import & Export shipments, in CargoWise with high levels of accuracy, ensuring all shipment information, documents/correspondence relating to the shipment is stored and followed up.
- Liaising and directing shipments with shipping lines, co-loaders, airlines and transport carriers
- Import & Export Document Processing and Creation
- Sea and Air Cargo Reporting
- Cargo Declaration Reporting.
- Invoicing
- Maintaining client contact information in CargoWise.
- Achieve Transolve operational, company and client KPI's.
- Ensure that all KPI information is shared to the relevant parties throughout the business after each month.
- Prepare information reports for customers where required.
- Maintain Document control for our QMS (ISO 9001:2015)
- Be involved in the internal audit for QMS (ISO 9001:2015)
- Implementing new information practices where required
Position Requirements:
- Minimum 2 years experience in an Operations role within the Freight Forwarding industry with Information Management experience. This includes all areas (Imports, Exports, FCL/LCL, Air and Flexitanks)
- High level customer service and communication skills (proactive, self-motivated and have a keen eye for detail)
- Willingness to learn and be flexible in your daily job role
- Time management skills and capability to prioritize
- Problem solving skills and the ability to find solutions across a variety of situations
- Team player with excellent attention to detail
- Driven, motivated and forward thinking
- Reliable, self-motivated and confident
- Excellent computer skills (Microsoft Outlook, Excel and Word)
- Must be analytical for data collection and analysis
- Minimum 2 years with CargoWise
