A company in Ottery, Cape Town is seeking a Customer Service Agent to join their team.

Duties & Responsibilities

Receive and process customer orders, consignment stock orders, and manufacturing stock orders in line with standard operating procedures.
Participate in production planning meetings and track order progress to provide feedback to customers (internal and external) on loading dates.
Request quotations from 3x FF service providers for review where necessary.
Make shipment bookings with the nominated freight forwarder with consideration to customer request dates and arrange any pre-export inspections where required.
Ensure up-to-date, accurate completion of relevant export documentation (annexure A) required to execute the successful shipping and delivery of customer orders.
Track shipments, liaise with freight forwarders, and update customers weekly on order progress.
Ensure that confirmation of stock receipt at destination 3PL is received by the company together with all relevant supporting documentation (Annexure B) – consignment warehouses.
Process inter-company stock transfers – Consignment warehouses.
Process customer orders for delivery at destination and arrange delivery with 3 PL service providers in the destination country – consignment warehouses.
Ensure deliveries are completed at customer request and regularly follow up till receipt of consigned customer POD – all customers.
Coordinate the customer sample process including tracking progress, arranging courier, and providing feedback to the customer.
Request quotation from 3 FF service providers for new or project cargo.
Select a cost-effective service provider (with consideration to global reach, ease of doing business, and customer excellence).
Maintain an updated shipping costs schedule and obtain additional quotations as requested.
Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
Correspond with forwarders and others concerning shipping and transportation of cargo, referring and or escalating unusual matters.
Verify the accuracy of forwarder invoices compared to estimates provided before obtaining authorization.
Ensure FF service providers send status updates on in-transit shipments (Monday/Thursday) as agreed.
Provide updates to internal stakeholders on incoming shipments on Monday/Friday with daily updates on critical cargo as requested.
File electronic sales documents related to each shipment on the shared drive for easy access.
Compile monthly KPI reports for management.
Manage backorders.
Perform other duties as assigned.

Desired Experience & Qualification

In possession of an appropriate tertiary qualification backed by hands-on experience in customer-facing roles.
Customs knowledge
Inco terms knowledge
Export Experience
Shipping experience.
Strong problem-solving and solution-generation skills.
Excellent attention to detail.
Tenacious in the execution of company vision, values, and strategy.
Good oral & written communication skills.
High levels of self-motivation and drive to get things done.
Experience working with customer-related systems.
Excellent verbal and written communication.
Analytical skills, integrity, and self-discipline.
Is an independent self-starter who uses their initiative.
Is patient and thorough in tracking the progress of orders in the system.
Has excellent interpersonal skills that enable them to communicate well at all levels.
Has strong planning and organising skills including the ability to multitask. and work well under pressure.
Supported by their friendly manner and ability to think on their feet.
Demonstrates strong organisational skills and accountability.
Is relationship-oriented and works well as part of a team.