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

Personal Attributes and Disposition:

• Ability to work as part of a team and independently.
• Have excellent interpersonal skills.
• Self-motivated
• Remains Calm under pressure
• Flexible attitude – for working shifts and last-minute coverage.
• High attention to detail
• Uses own initiative.
• Able to prioritise workload.
• Friendly & polite
• Dependable, reliable, and trustworthy
• Punctuality

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.