Customer Service Representative (International & Domestic)

Position Purpose:

The Customer Service team …

 Reporting to the Customer Service Manager, this role is focused on providing the best customer service to our customers and global PSA BDP offices & agents. This role will utilise logistics principles to assist our customers in growing their business through greater efficiency and continuous improvement. 

 The successful candidate will bring critical thinking, judgment and problem solving skills to address a range of complex challenges across the various modes of international & domestic transport. This is an opportunity to make and impact within a small, high performing team at a global leader in chemical logistics.

 Key Responsibilities & Accountabilities:

•  To leverage trade lane & market knowledge to service PSA BDP customers & to assist our Sales team to gain market advantage

• To leverage our relationships with our vendors in Trucking, Rail, Ocean Freight, Airfreight and Warehousing sectors to ensure best outcomes for our customers and for PSA BDP.

• Quotations for PSA BDP Australia “house accounts”

• Quotations for Global PSA BDP Offices & Agents

• Tracking / Tracing shipments for our customers as required

• Assisting Sales & Business Development to quote new opportunities

• Manage compliance enquiries for our customers, ensuring we are compliant with PSA BDP policies and regulatory compliance relating to embargos etc

• Contribute to strong relationships with suppliers (Shipping Lines, Co-loaders, Airlines, truckers)

• Ensure timely and accurate information is entered into our operating system

• Procurement from our vendors (Shipping Lines, Airlines, Co-Loaders, Rail & Cartage companies)

• Order Management, assisting our customers in co-ordination of their Import orders.

• Order Status Reporting (Using CargoWise order manager)

• KPI reporting to our customers as required

• Operational Problem Solving with PSA BDP Offices, Agents

• Working with Finance to resolve invoicing issues with Customers, Vendors, PSA BDP offices, Agents

Capabilities & Experience:

Essential:

• 3+ years freight forwarding experience

• Experience in domestic freight and 3PL pricing & operations will be looked upon favourably

• Knowledge of ocean freight, air frieght and value add solutions in the logistics industry

• Strong relationship building and management skills

 Desirable:

• CargoWise experience

• Knowledge of rate procurement and quoting

• Experience seeking face to face appointments with new and existing customers

• A results driven mindset to achieve sales KPI’s and targets

• Strong communication, organisation and interpersonal skills

• Ability to self-manage, multi-task and work autonomously

• Team player with a strong desire to go above and beyond for customers and internal stakeholders

• Strong Microsoft Office skills