Senior Ocean Import Customer Services Representative

• Ensure smooth and timely freight process flow.
• Prepare various documents for international transportation.
• Coordinate with our contracted vendors in procuring services.
• Ensure accurate and timely client and vendors billing.
• Ensure accurate and timely data entry into our operating system.
• Interact with our customers in arranging their international import shipments meeting customer service standards.
• Always meet compliance and regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
• Understand department process flow constantly looking for areas of improved efficiency.
• Ensure all customers standard operating procedures are followed as per Customer SOP.
• Work with the team on meeting KPI standards as per the companys procedures.
• Monitor shipment reports to ensure total customer satisfaction.

Timely and Accurate Shipment Processing

• Ensures smooth and timely freight process flow according to Expeditors operational procedures.
• Follows customers standard operating procedures and proactively notifies customers of any issues.
• Consistently meets KPI standards as per companys procedures.
• Obtaining clearing instruction and commercial invoices upstream to enable the brokers to frame the entry.
• Continuously adding the Customer GCIs (Account number) the clearing instruction tool on the South African GBO Exception Dashboard.
• Direct shipments or manual takeons to be captured immediately for client visibility.
• Ensure ANF (arrival Notices) for FCL are received 5 days prior to vessel arrival.
• LCL ANFs is 7 days prior vessel Arrival.
• Daily follow up on exception management section on the CHB Workboard (Entry Holds drilldown).
• Daily usage of the CHB Workboard and relevant drilldowns.
• Monitoring entries and chase on urgent shipments with the brokers.
• TNF (send instructions to the carrier / transporter) immediately once released.
• Usage of Shipshape to process cargo dues.
• Understanding of the shipping lines requirements regarding the releases.
• Charges to be requested upstream to avoid late billing.
• Event codes updated in sequence once the shipment is customs released (ODR for original bill. / seaway bill. FRL to release the freight PDS and PDC for Cargo dues).

Timely and Accurate Billing and Accounting

• Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements.
• Properly provisions service provider charges to avoid reserves.
• Obtaining the charges upstream.
• Freight charges to match the recap.
• Billing worksheet to be completed in full selecting the correct transporters and protecting all the cost.
• Customer Information tab on the Billing worksheet to be kept up to date with contact information.
• Understanding of the ROE to eliminate currency fluctuations.
• Checking of the GCI (Customer Account number) prior to billing.
• Checking the quotes if no rate profile has been compiled.
• Understanding o the GL codes in CFIT.
• KPI for billing is 72hoursafter release (RLS).
• Understanding of the INCOTERMS and how to retrieve EDI invoices.
• Understand CIA shipments and Expeditors requirements.
• Understanding of Paid not billed queries.
• Continuously add the Customer GCIs (Account number) to the Invoice Document Pack Mailing toolSouth African GBO Exception Dashboard.

Qualifications :

• 5 to 10 years Ocean Import Customer Service experience.
• Effective interpersonal skills including proven abilities to listen comprehend effectively communicate clearly and concisely to obtain positive results.
• Strong verbal and written communication skills to communicate effectively and concisely.
• Proactive and strong organization skills.
• Good knowledge of Customs requirements and entry processing.

Additional Information :

Expeditors offers excellent benefits :

• Paid Annual and Sick Leave
• Discovery Medical Aid
• Liberty Corporate Benefits : Pension / Retirement Fund Family Benefit / Funeral Cover Disability Income Benefit Value Added Services
• Employee Stock Purchase Plan (ESPP)
• Training and Personnel Development Program
• Growth opportunities within the company
• Employee Referral Program Bonus

Remote Work : Employment Type :

Key Skills

Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Banking, Upselling, Pricing, Sanitation, Cash Handling, Stocking