Export Customer Care Advisor - Dublin 1
Dublin Port, Dublin City Centre
Dublin based International Shipping Line now seek to hire an experienced Export Customer Care Advisor to provide a high standard of accuracy with bookings to our customers. To also offer the customer high level of communication at all times and ensure we are offering them a quality service. To lead and drive improvements in relation to quality and productivity within the team and meet set KPI’s. Duties & Responsibilities. Customer care & client interaction. Provide exceptional customer service for all general telephone / e-mail enquiries. Ensure customers are notified of all respective charges and invoices are raised in an accurate and timely manner. Manage Bookings & special service requirements for Key Accounts. Revert to customers with information which relate to their booking request and action accordingly with the required documentation. Identify and attend off site meetings when required with customers / suppliers. Liaise with Head Office / POL’s / Sales / ILS / Port team regarding customer issues. Export bookings, documentation & invoicing . Oversee that all Booking/Documentation details are correctly updated onto LARA or other company data systems by the Shard Service centres. Ensure the use of Auto-freightiming at time of booking. Ensure customers are notified of all respective charges and invoices are raised in an accurate and timely manner. Revert to customers with information which relate to their booking request and action accordingly with the required documentation. Mark off Shipped on board list. LOI to be completed accordingly to H/O procedure. Liaise closely with Sales, clarifying and correcting any SQ issues. Checking the. Exceptions DB for all invoices/charges raised. Manage Bookings & special service requirements for Key Accounts. All routings to be checked to ensure correct data is entered in line with the company routing policies. Ensure essential checking of Bills of Lading is completed and are dispatched as per the Customers instructions. Bookings turnaround time aim is within 4 hours of receipt of email/E-Commerce or EDI booking. Systematically propose Value Added Services to the client bases ie. Carrier Haulage, Insurance, Serenity. All queries to be completed on a daily basis and invoice user error to be within KPI. Client disputes & customer complaints to be handled professionally with a preferable outcome to both parties. All Disputes to be logged correctly in the company systems. Export transport. Provide and arrange for inland transport as and when required by the client. Book and reserve Transport using the Lara Transport Planning system. Ensure the team undertake the transport needs of the clients in accordance with the highest standards. Export port call reports & Vessel closure. Prepare a Port Call Report or 3rd party feeder report in Lara for each vessel calling at Irish ports on the island of Ireland both 3rd party feeder and managed feeder. Give precise information on the number of containers broken down into Laden Export & Empty Export. Ensure that the vessel call closure is completed within the KPI as set by company management. Export Demurrage & Detention &; Export Quay Storage. Ensure the D&D Quay Storage invoicing & follow-up are maintained. Ensure all tariffs are up to date & report to line management where an error is found. Notify your line management of any IDLE FULL containers remaining on quay after 14 days or „EMPTY TO SHIPPER“ and on delivery for over 14 days. Kpis/measures/limits of authority for role. Ensure customer requirements are conveyed professionally & in a timely manner. Maintain a high level of accuracy for all functions, ensuring a clear audit trail recorded. Keep management apprised of ongoing situations and problems for appropriate action to be implemented. Credit Notes to be limited and partial credit notes to be raised when possible. Participates fully in the on-going enhancement of the Export Department. SOP’s to be completed and reviewed monthly to ensure customer’s demands are met. To ensure no late invoicing is sent to customers (Regular review of uninvoiced reports/D&;D/Spot checks to prevent this to happen). If late invoicing occurs then the procedure is to be followed. All queries are to be looked at on day 1 for resolution by day 5 (Export queries less than 5%) Queries User Error is to be lower than 15% for Export Department. All re-queries are to be discussed with your Team Leader prior to closing (within the Export KPI of 5%) All Invoices/Credit Notes to be sent by Neopost and user error to be lower than 2% CIRA TAT to be completed and updated within 24 Hours. SKILLS & EXPERIENCE Experience of working within a Shipping/Ocean operations customer service environment (essential. Experience of working for a shipping or forwarding company (essential. Knowledge of Irish shipping Market. Ireland and world geographical knowledge. Terms: Full time, permanent. Package: €Neg (DOE. For a confidential discussion on this or any other current opportunity please contact Danielle Lynch on 01 - 8326330 / firstname.lastname@example.org. Please note that your application for this vacancy will be forwarded to all the consultants in The Logiskills Group as you may be suitable for other roles that we are unable to advertise. The latest vacancies are now advertised on our Twitter Feed @LogiskillsJobs. You can follow our LinkedIn company page with up to date industry news as well as vacancy alerts at https://www.linkedin.com/company/the-logiskills-group/ This job originally appeared on RecruitIreland.com.
77 days ago