Customer Service Controller Airfreight Export at DB Schenker

Responsibilities

• Coordinate and prepare export shipments proactively from collection to final delivery whilst ensuring all shipments are processed and controlled in accordance with local and international customs requirements.
• Prepare client invoices and verify charges received from 3rd party contractors, including matching documents in accordance with approved SOP’s, in order to contribute to the accuracy and timeous delivery of invoices to the client.
• Optimise air export processes and performance and ensure a high level of adherence to ISO procedures and assist with the implementation of any improvements as and when required.
• Provide support and information in response to enquiries and queries pertaining to shipment movement, updating and submission of client tracking and status reports and KPI’s whilst ensuring complete and timeous closure thereof.
• Ensure claims related to damages and lost cargo are processed timeously and in order to comply with liability and insurance requirements, thereby safeguarding both company and client interest.
• Develop and establish relationships with all internal teams and stakeholders and through these partnerships ensure seamless and quality service being provided to the client.
• Ensure custom stops are dealt with timeously to minimise impact on clients.
• Create a positive experience and atmosphere through the professional engagement with both internal and external contacts including dealing with direct enquiries in a courteous manner.
• Ensure that all activities in the area of responsibility are compliant with company specific regulations.
• Cross departmental assistance with regards to Aerospace and general air exports.
• Acquittals to be in line and executed within the specific timeframe.
• Communication to be accurate and correctly distributed between all stake holders internal as well as external.
• Additional work functions to be added from time to time to achieve and complete the functions for the department.
• Cost control/invoicing to be completed within the 48 hour period to comply with SOP regulations.
• Punctuality is key to ensure time management is obtained for functions to be executed on a daily basis.
• Coordination with Customs department as well as the customer pertaining to the PP liquidations to be completed and updated at all times for Aerospace customers.
• Promoting and increasing customer experience through active integration with stake holders (Internally as well as Externally), whilst maintaining customer excellence through SOP and procedures outlined by the business.

Qualifications

• Grade 12 Certificate essential.
• IATA/FIATA diploma advantageous.
• Comprehensive knowledge of the industry, Incoterms and customs requirements.
• At least 5 years’ experience in International Airfreight services.
• Forwarding and controlling.
• Client invoicing.
• Client relationship building.
• Pro-cars system knowledge and understanding.
• Ship Shape system knowledge and understanding.
• Aerospace imports and exports from framing any entry, as well as the. understanding and knowledge between the different categories pertaining to the specific requirements, AOG/Routine and specialized (DGR).
• General Exports knowledge and understanding for framing the entry, and following the SOP for any exports as well as the different classifications (General as well as DGR and other exports which customers have requested assistance with.
• Dangerous Goods Cat 6 qualification.
• Clear understanding of exports as well as industry knowledge pertaining to the export environment for at least 5 years.
• Clear understanding of Incoterms and executions of the certain incoterm.