Customer Service Agent

About the position

1. Key Deliverables of the Role:
   • Receive and process customer, consignment, and manufacturing stock orders in line with standard operating procedures.
   • Participate in production planning meetings and track order progress to provide timely feedback to internal and external customers.
   • Request quotations from three freight forwarding service providers, where applicable.
   • Make shipment bookings with the nominated freight forwarder, considering customer

request dates and arranging any required pre-export inspections.

• • 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 provide customers with weekly

updates.

• • Ensure that confirmation of stock receipt at the destination 3PL is received by ALC,

together with all relevant supporting documentation (Annexure B) – consignment warehouses.

• • Process inter-company stock transfers for consignment warehouses.
  • Process customer delivery orders at the destination and coordinate delivery with 3PL

service providers in the destination country. (consignment warehouses)

• • Follow up to ensure deliveries are completed on time at customer request and regularly

follow up until receipt of consigned customer POD. (All customers)

• • Coordinate the customer sample process, including tracking progress, arranging

couriers, and providing timely feedback.

• • Request quotations from three freight forwarders for new or project cargo, and select

the most cost-effective provider based on service quality, global reach, and ease of business.

• • Maintain an updated shipping cost schedule and obtain additional quotations as requested.
  • Update and maintain customer profiles and price lists on the system in line with standard operating procedures.
  • Communicate with freight forwarders and others concerning the shipping and transportation of cargo, referring and/or escalating unusual matters.
  • Verify the accuracy of freight forwarder invoices compared to estimates provided before obtaining authorisation.
  • Ensure freight forwarders provide in-transit shipment status updates on Mondays and Thursdays.
  • Provide internal stakeholders with incoming shipment updates on Mondays and Fridays, with daily updates on critical cargo where required.
  • File all relevant electronic sales documentation on the shared drive for easy access and retrieval.
  • Compile and submit monthly KPI reports to management.
  • Manage backorders.
  • Perform other duties as assigned.

Desired Skills:

• problem solving
• attention to detail
• written communica
• verbal communica