Customer Service Agent - Johannesburg, South Africa - World Courier

Description

• What you will be doing
• About us:

World Courier:
Our commitment to People, Quality and Innovation means we deliver career opportunities that few others can match.

From our beginnings 50 years ago couriering time sensitive high importance documents to today's cutting edge logistics solutions for Cell & Gene Therapies that save lives, we now have over 3,000 employees at 140 offices in more than 50 countries worldwide and are part of Fortune 10 corporation AmerisourceBergen.

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INDWC

The Role:

Job Summary:

The role of Customer Service Agent is to perform overall smooth operation, activities & co-ordination of the JNB CS Department in line with SOPs, Work Instructions & policies.

The CS Agent will be the primary contact to all clients while focusing on continuously improving & maintaining customer service excellence thereby ensuring the best possible customer experience.

Principal Duties & Responsibilities:
The holder of this position may perform the following tasks:

Communication:

• Keep clients fully updated as to the status of their shipments, especially regarding any delays.
• Support the Customer Service Strategy to ensure that the customer is receiving the best overall service.
• Communicate with and support the Operations department as well as the Sales department whenever required.

Software

• Have full knowledge and mastering of all aspects of Nova Software systems including.
• Transport Management System (TMS)
• Jetstream
• Bio-Star Next-Gen (OMNI)
• CTM-Star
• Op-Star
• Optiview
• Coldstream Select
• X-Act
• GQE (Global Quoting Engine)
• Any new and upcoming programs / systems
• Qualtrix
• Alteryx

Quotes

• Gather all relevant information required to prepare a Quote.
• Prepare all International / domestic and Multi line quotes.
• Calculate correct packaging requirements in line with the shipments needs.
• Ensure all IATA regulations are adhered to when preparing a quotation.

Shipment Bookings:

• Accurately book all shipments within the TMS system for Domestic and International shipments
• Determine which shipping system should be used for any given cold chain shipment.
• Enter clear pick up and special delivery instructions advising both origin and destination office on how the cold chain shipment should be managed.
• Calculate the correct and most suitable packaging system to ensure the cold chain is maintained for all shipments.
• Ensure all shipments are in line with IATA / Dangerous Goods requirements.
• Ensure the companies temperature control handling SOP's are being followed rigorously in order to ensure shipment integrity at any time.
• Ensuring that all charges are allocated in all jobs correctly and accurately.
• Ensuring that all SOP, Work Instructions and Policies annex documents are completed as per GDP requirements.
• Completion of Clinical trial bookings in compliance with all Clinical Trial regulations

Team Support / training:

• Providing support to other departments to ensure and deliver best customer experience.
• Collaborating with Operations on process improvements and process flows to deliver customer value.
• Cost control (in line with quotes and clean invoicing) and revenue generation.
• Attending of client visits/ virtual meetings.
• Completion of all relevant TRC's & Degreed training before or on due dates
• Always support the Customer service supervisor.
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed._

What your background should look like

• EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
• College education and /or industry experience preferred.
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through a combination of experience and education. Normally requires zero (0) to two (2) years directly related experience.

REPORTS DIRECTLY TO:
International Customer Service Manager and Supervisors

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
Strong customer service skills Strong interpersonal skills, positive attitude & self-motivated Good decision making skills Good analytical skills Ability to communicate effectively both orally and in writing Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction Familiarity with World Courier services and operations Strong organizational skills; attention to detail Basic knowledge of Microsoft Word, Excel and inventory management system Strong typing/data entry skills


WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate encounters while performing the