Customer Support Specialist

SUMMARY:
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POSITION INFO:

JOB TITLE: Customer Support Specialist

AREA: Clairwood, KwaZulu Natal

INDUSTRY: Freight and Logistics

Salary / CTC: R 21 200 – R 33 000 (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 customer problems or complaints expeditiously, and complete quotation requests timely.
• Working with the Outside Sales Executive, ensure all business potential is properly qualified; seek appropriate approval from management if required before offering the rate level to customers.
• Complete customer quotation requests.
• Complete CCPs for import bookings secured.
• Coordinate destination FOB booking to include: follow-up after CCP is sent to obtain booking confirmation; cargo receipt (to confirm once arrived at the origin); confirmed on board status; obtain documents from origin office (HBL, invoice, commercial paperwork, etc.).
• Support AA customers by resolving of questions, problems or complaints to ensure satisfaction.
• Manage tariff maintenance, ensuring all accepted quotes/rates are loaded correctly in the system to ensure that correct rates are applied at the time of invoicing.
• Distribute marketing updates to local customer base.
• Provide sales and customer support on AAA clients.
• Update landside rates once a year.
• Update tariff spreadsheet.
• Circulate tariff and do quotes on requests of rate.
• Do statistics on total exports and imports done.
• Ensure that updates on trades are sent out to customers.
• Assist in managing Client Trade.

Behavioural/ Technical Competencies:

• Interpersonal Skills: Client/customer interface.
• Attention to detail
• Motivated
• Must enjoy practical and methodical work
• Be honest, trustworthy and reliable
• Strong organisation skills
• Analytical skills
• Communication skills
• Familiarity with data entry and analysis
• Ability to listen to customers and negotiate solutions
• Have good communication skills
• Must be able to work as part of a team.
• Engaging
• Proven work experience as a sales representative would be a bonus
• Excellent knowledge of MS Office
• Excellent selling, communication and negotiation skills
• Prioritising, time management and organisational skills
• Ability to create and deliver presentations tailored to the audience needs
• 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 2-3 years of experience in customer support, preferably within the freight and logistics industry.