Customer Service and Operations Officer - Freight Forwarding at DP World

Job Function

• Contribute to an effective service delivery through the handling, monitoring and control of shipments from start to finish within required specifications and in accordance with agreed policies / procedures and local legislation.

Key Performance Areas

Operations:

• Carry out the opening of shipment files including allocating a shipment file number, establish and obtain landside and transport rates, 3rd party Service provider costs and quality assure that the rates on the shipping line invoice are in accordance with buying rates.
• Receive shipment pre-alert documents and Quality Control (QC) for completeness, correctness, validity and any other relevant parameter
• Ensure all documentation including confirmation of the shipment details are obtained and is provided to the clearing department and that the consignee has been appropriately notified and status report updated.
• Gather cargo and origination information, buying and selling rates from the relevant office and finalise, agree, and arrange the shipping method with the client and international offices.
• Facilitate a responsive turnaround time and internal handover of documents by monitoring cargo arrival against the bookings with the shipping lines or Airlines and ensuring order / indent facilitation.
• Monitor and track success of services and nature of failures to ensure continuous development within Operations.
• Custodian of ensuring all shipments is cleared, released and delivered withing stipulated time frames.
• Remain abreast of a variety of geographic landscape to offer informed guidance to clients and stakeholders (internal and external)
• Good understanding of INCOTERMS and applicability there-of.

Operational Finance :

• Ensure all accruals for the individual shipments are captured and accurate in the month of the revenue recognition of the file. Any demurrage /detention/storage should be accrued for prior to actual invoices being received. 
• Assist in the timeous and efficient closeout related to shipments by tracking and tracing client shipments from indent, to P.O.D. and invoice payment. 
• Obtain completed clearing instruction from the client and timeously advise the clearing agent/client to forward original bill of landing to handover file to entries for further processing. Controller must verify information on BL/ HBL / AWB against the information on Invoice and Packing list and any other supporting documents such as permits / certificates prior to submission to Customs clearing team. 
• Work towards ensuring invoice to client is similarly aligned to the estimate that was issued before business was acquired. 
• Ensure all anticipated or forecasted accruals are captured for invoicing purposes noting of the nature of shipment and geographic landscape. 
• Drive the timeous issuing of invoices to client with the relevant stakeholders (Finance team, GSC etc).

Client Engagement: 

• Proactively Interact with clients to keep them informed by notifying them of the arrival of shipments and provide general assistance to Controllers in respect of updating the relevant systems with respective milestones. 
• Coordinate shipments end to end and acting as a contact person for the client by updating them throughout the product shipment lifecycle. 
• Drive client retention by ensuring operational efficiency and excellent communication to client and internal and external stakeholder within Operations. 
• Minimize client escalation by addressing all issues client raises and seek support when required from the relevant stakeholder to ensure client satisfaction. 
• Offer the client the best solution by working with the product, pricing and procurement team in solution development. 
• Establish and develop strongly valued relationships with all carriers, agents and internal and external customers with the purpose of increasing confidence in and the reputation of the business driving brand awareness and loyalty. 
• Ensure all client queries / complaints are resolved timeously and, in a manner, which satisfies the query / complaint. 
• Custodian for ensuring the client KPAs are met and achieved.

Compliance: 

• Ensure that all activities in the area of responsibility are compliant with company specific regulations and aligned with Global SOPS and Business Rules 
• First point of contact for the client on customs queries and work with the subject matter experts in addressing the client queries. 
• Work with the customs team and revenue authority office during document compilation to ensure all required documents submitted and compliances are met before shipment arrives. 
• Critically engage with the Revenue authority around tariffs and pricing to ensure alignment with in-county legislation and adherence to compliance practices. 
• Remain abreast for all new legislations passed related to customs and freight forwarding across various geographic locations.

Qualifications Required

• Minimum Diploma in Supply Chain and Logistics or equivalent
• Customs Clearance accreditation
• Freight Forwarding certificate.

Experience and Skills Required:

• Minimum of 3 years’ experience in Import/Export Freight Forwarding and Clearing.
• Comprehensive knowledge of the forwarding and clearing industry, Incoterms, and customs requirements
• Exceptional communication skills
• Operational Freight Forwarding Systems Knowledge
• Microsoft Office – Outlook, Excel, Powerpoint
• Sound knowledge and understanding of INCOTERMS.