CUSTOMER SERVICE OFFICER – EXPORTS

Mission Description

The Customer Service Officer is responsible for delivering exceptional service to local and international customers, resolving queries efficiently, building strong customer relationships and supporting customer retention and the growth of the exports business.

Initiate the File

 Create the file in the business software upon receiving instructions from the COM.
 Check all required documentation, including TO, B/L and commercial invoices.
 Request missing documentation through the COM only.
 Launch printing and collection of the file.
 Place documentation in the file folder.
 Update the ship call date in the business software.
 Create cash clients before COM validation.

Process/Push the File

 Monitor the status of each file within the assigned scope.
 Follow up with process stakeholders in line with SOPs.
 Request and follow up on verification/tally operations.
 Follow up with the declarant once the ship’s arrival is confirmed.
 Follow up on customs invoicing and dispatch after COM validation.
 Support the customs payment procedure through the Customs Clerk.
 Request and obtain the customs delivery order.
 Issue the transport delivery order to the Delivery Clerk.
 Collect proof of delivery.
 Follow up on services invoicing, verify it and submit it to Dispatch after COM validation.

Update the Business Software

 Update the business software whenever a process step is completed.
 Record customs duties, taxes, declaration numbers and delivery order details.
 Update the file status upon completion of delivery.

Check Gross Margin & Disbursements

 Check supplier invoices against the quotation and perform file allocation before COM validation.
 Check client invoices and required attachments.
 Compare file disbursements against the quotation.
 Escalate significant discrepancies between actual disbursements and the quotation to the N+1.

Check Documentation

 Ensure all required documentation is available and properly filed at each stage.
 Ensure relevant emails and correspondence are filed.
 Verify invoice attachments against client requirements and the quotation.
 Ensure files are complete, accurate and properly maintained.

Alert/Inform Management

 Alert management of operational issues identified during processing.
 Inform management of relevant business or operational developments.
 Identify and report issues arising during processing, whether within or outside the assigned scope.

Profile

PERSONAL QUALITIES REQUIRED

• Organised
• Team player
• Self Starter
• Problem Solver
• Ability to work to tight deadlines
• Ability to push people to a common goal.