Customer Service Representative, Team Leader

Role Summary: To ensure the bookings and load lists are received within the datelines and information correctly updated. The role will have full control of the services handled including customers’ responses, agents’ coordination, booking and loading confirmation and monitoring.

Employment Type: Permanent

Reports to: Head of North Europe Region

Role and Responsibilities:

• Ensuring timely completion of tasks.
• Ensure that the bookings and load lists are received and updated within the timelines and to follow up closely with the customers for their bookings.
• To have full controlof the services handled and be able to spot missing customers and/or volumes
• Ensure that customers provideconstant quick and appropriate responses.
• Assist Line Managers / Line Manager’s Assistants / Plannersas and when required.
• Use of the new system to its full extension.
• Insertion of bookings into the system.
• Generate the Booking ELL & Recap (and COPRARfor Planning team).
• Inform agents about move count per terminal to allow for berthing planning.
• Generate the ships’ bag, ensure that the documents received are in completeand correct order,and generate a manifest for the agents.
• Send the final load lists to each terminal of call for their information.
• Send booking confirmations to customers prior to vesselarrival to cross check data received and allow for amendments/additions.
• Processing and managing container bookings from clients.
• Acting as first point of contact for our customers regarding all operational matters.
• Fulfilling space allocations for each voyage.
• Coordinating with port terminals regarding loading and discharge operations.
• Preparing and submitting customs declarations in compliance with relevant regulations.
• Handling and registering hazardous cargo (IMO) notifications and documentation.
• Inform customers about cut off messagesof the terminal (received 6 hours before operations commence).
• Create and supervise the whole processfor Third party vessels and partnerships (requestof space, creation of lists, IMO cargo, and chase for loading confirmations).
• Claim the loading confirmations for Third partyvessels (for PSF purposes and for the planners).
• Create and send bookingand loading confirmations, inform about cut offs aftervessel sailing.
• Arrange shunting when required.
• Monitor central blockings at terminal and arrange positioning for Customs inspections.
• to ensure online bookingforecasts are updatedtimely in onlinesystem;
  

Key Performance Indicators

• Accurate and on time internal and external communication;
  
• Customer satisfaction;
  
• Good internal working relationships;
  
• Credit Notes reductions due to clericalmistakes;
  
• Accurate and timely uploadingof PSF;
  &
• Usage of EDI files to avoid manual input and improvedprocess efficiency.

Requirements:

Education & Knowledge

• Shipping/Logistic & Transport studies
• 5-10 year shipping agencyexperience
• Fluent in English

Personal characteristics

• Detailed and meticulous and strong problemsolving skills;
  
• High level of accuracy;
  
• Able handle information confidential;
  
• Good communication skills and strong interpersonal skills;
  &
• Team player

Join our team and be part of an exciting journey towards personal and professional growth to make a real impact on global trade. If you are interested in the career opportunity, we invite you to apply today.

We regret that only shortlisted candidates will be contacted.

Attention to recruitment agencies:

X-Press Feeders/Eastaway operates with a preferred supplier list (PSL) for recruitment purposes. As such, we will not be considering or accepting unsolicited applications from non-PSL agencies for the role currently available. We kindly request that you refrain from submitting applications on behalf of your clients. Thank you for your understanding and cooperation.