DUTIES & RESPONSIBILITIES
- Communicate with client on the process of their relocations.
- Provide consultation regarding customs & shipping information.
- Timely follow up on customs paperwork.
- Manage the moving process with other departments to ensure a seamless & hassle-free move for the client.
- Resolve issues relating to the move in a timely manner.
- Overall responsible for the coordination of the move to achieve excellent customer satisfaction score.
- Provide additional information to client as and when required.
- Provide up-to-date and accurate information to transferees when relocating.
- Efficient communication between Santa Fe and their destination partners when organizing a relocation whether it be outbound, local or storage move.
- Timely update of storage extension
- Ensure to discuss queries with surveyor/sales people. When Job is Booked.
- If we don't have consignment details, chase up with DA for full consignment details and update traffic.
- For any JI revisions, updating the JI and resending to Operations / Traffic / Warehouse.
- For COD accounts, liaise with customer straight away and arrange to collect payment prior to packing commencing.
- Sending packing confirmation to the shipper enclosing all of the relevant customs documents.
- Phone customer to thank them for the business and confirming details. Also includes regular phone calls throughout progress of the move.
- Phoning HR to thank them for the move if relevant
- Arranging box delivery or any other special requirements during the move — putting details into Orbis and alerting Operations & Warehouse.
- Keeping in constant contact with the client and assisting them in completing the customs form and answering any questions they may have —either via email or phone
- Timely invoice
- Verify Agent invoices and tally with our costing/quotation
- Invoice dispute should rectify immediately
- Manage Customer complain and feedback (QSM)
- Attend to any duty and assume any responsibility as directed as and when required by management.
