Customer Support Specialist

Remuneration:	R21200 - R33000 per month cost-to-company
Location:	Clairwood
Education level:	Diploma
Job level:	Junior/Mid
Own transport required:	Yes
Type:	Permanent
Reference:	#FP206
Company:	Finding Personnel

Job title: Customer support specialist

Area: Clairwood, KwaZulu Natal

Industry: Freight and logistics

Salary / CTC: R 21,200 to R33,000 (depending on current earnings, qualifications, and experience)

Report to: National sales manager

Job summary:

The Customer Support Specialist in the freight and logistics industry is responsible for providing exceptional customer service by assisting clients with inquiries, resolving issues, and ensuring smooth communication regarding shipment and delivery processes. This role requires attention to detail, knowledge of logistics processes, and strong problem-solving skills to deliver efficient and effective service.

Key responsibilities:

• Communicate effectively with the outside sales executive to meet customer requirements, resolve problems or complaints expeditiously, and complete quotation requests in a timely manner.
• Work with the outside sales executive to ensure all business potential is properly qualified; seek appropriate approval from management if required before offering rate levels to customers.
• Complete customer quotation requests.
• Complete Customer Compliance Protocols (CCPs) for import bookings secured.
• Coordinate destination-free on-board (FOB) bookings, including follow-ups after CCPs are sent to obtain booking confirmation, cargo receipt confirmation (to confirm once arrived at the origin), and confirmed on-board status. Obtain documents from the origin office (House Bill of Lading, invoice, commercial paperwork, etc.).
• Support AAA customers by resolving questions, problems, or complaints to ensure satisfaction.
• Manage tariff maintenance, ensuring all accepted quotes and rates are loaded correctly in the system to guarantee correct rates are applied during invoicing.
• Distribute marketing updates to the local customer base.
• Provide sales and customer support to AAA clients.
• Update landside rates once a year.
• Update the tariff spreadsheet.
• Circulate the tariff and provide quotes upon request for rates.
• Conduct statistics on total exports and imports completed.
• Ensure that updates on trades are sent out to customers.
• Assist in managing client trade.

Behavioural/technical competencies:

• Interpersonal skills for effective client/customer interface.
• Strong attention to detail.
• Motivated and enjoys practical, methodical work.
• Honest, trustworthy, and reliable.
• Strong organisational skills.
• Analytical skills.
• Effective communication skills.
• Familiarity with data entry and analysis.
• Ability to listen to customers and negotiate solutions.
• Ability to work as part of a team.
• Engaging personality.
• Proven work experience as a sales representative is a bonus.
• Excellent knowledge of Microsoft Office.
• Strong selling, communication, and negotiation skills.
• Proficient in prioritising, time management, and organisational skills.
• Ability to create and deliver presentations tailored to the audience's needs.
• Strong relationship management skills and openness to feedback.

Qualifications and experience:

• Diploma or bachelor’s degree in logistics, supply chain management, business administration, or a related field.
• Minimum of two to three years of experience in customer support, preferably within the freight and logistics industry.

Posted on 30 Oct 13:08, Closing date 29 Dec