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What you will be doing

We’re hiring the Customer Service Representative to join our Customer Service team in Johannesburg, South Africa.

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.

What you’ll be doing:

Communication:

• Handle all client enquiries received via phone or email.
• Action of all emails received and handle transparently on the shared Customer Service mailbox.
• Receive bookings via phone, email & the Customer Portal and update in TMS
• 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.
• Provide accurate and detailed quotations via email and telephonically to the client.

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
• Gain knowledge with IATA CAT 6 / 6.2 to become a subject matter expert.
• Always support the Customer service supervisor.

What your background should look like 

What you’ll have:

Knowledge & Skills:

• Able to follow procedures & instructions.
• Able to take on projects at the request of management.
• Able to provide relevant information on request.
• Good communication skills – verbally & written.
• Background environment in the courier/freight industry
• Matric / Grade 12