Freight Forwarding Operations & Customer Service Agent

Freight Forwarding- Operations and Customer Service Agent

Job Description

We are the leading provider of worldwide smart end-to-end supply chain & logistics, 
enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland 
terminals to marine services and industrial parks as well as technology-driven customer solutions.

The Freight Forwarding Operations and Customer Service Agent will build and maintain 
strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction. Continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

KEY ACCOUNTABILITIES

• Manage file creation and all services associated with freight forwarding and logistics
• Assist with account start-up; liaison with sales to ensure required 
documentation/information needed for the SOP are provided• Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
• Assist clients in their day-by-day requests related to export/import documentation 
in order to ensure proper execution to the transportation files
• Provide clients with complete Flight/Sailing details in order to ensure proper flow in 
information is guaranteed
• Liaise with Airlines/Ocean lines in order to procure the best possible solutions 
(capacity and cost) to be utilized upon execution of transportation files
• Liaise with DPW internal Network and external Partner Agents in order to guarantee 
the best possible service assistance
• Act quickly upon possible emergency situations that may arise within the life of an 
Air/Ocean file
• Network with your fellow Operations colleagues to ensure proper support is given in 
case of workflow overload

QUALIFICATIONS, EXPERIENCE AND SKILLS

• Graduate in any field
• At least 3 years of relevant and recent experience in Freight Forwarding Operations 
and customer service• Freight Forwarding experience is mandatory

About the Role

How you will contribute

• Owning, logging & ensuring all daily customer services contacts & queries received via telephone & email are worked through to resolution per strict SLA’s.
• Strong focus on communication and ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant syncreon & customer teams and tracked through to resolution.
• Compiling, reviewing and actioning reporting suites for our key account customer and syncreon business per KPI requirements.
• Actioning customer complaints received ensuring that detailed and accurate root cause/corrective actions are implemented, formally documented and submitted to the customer.
• Carrier management including tracking open customer orders through to delivery/return/claim and actioning exceptions as they arise.
• Carrier performance reporting against agreed KPI’s and actioning trends for root cause & corrective actions.
• Participating in weekly carrier & customer task meetings along with monthly reviews & QBR’s.
• Self-billing including compiling and managing all billing activities for all carrier and customer transactions.
• Providing daily/weekly/monthly reporting suite from the syncreon TMS system per required customer & carrier customised reporting requirements.
• Participating in syncreon control tower / customer projects.
• Being the voice of the customer.

Your Key Qualifications

• Fluency in oral & written English is essential.
• 2 years’ work experience in a high tech customer services and logistics’ environment.
• Excellent knowledge of the Microsoft office suite, with proven reporting & presentation skills.
• Responsiveness in dealing with Customer requests.
• Attention to detail for billing, process analysis, customer complaints investigations & reporting activities.
• Excellent interpersonal skills.
• Ability to work as part of a team and assist other team members during peak volume periods
• Experience in carrier network management.

Freight Forwarding- Operations and Customer Service Agent

Job Description

We are the leading provider of worldwide smart end-to-end supply chain & logistics, 
enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland 
terminals to marine services and industrial parks as well as technology-driven customer solutions.

The Freight Forwarding Operations and Customer Service Agent will build and maintain 
strong relationships with key customers, addressing their concerns, resolving issues, and ensuring their satisfaction. Continuously assess customer needs, market trends, and competitors to enhance service offerings and maintain a competitive edge.

KEY ACCOUNTABILITIES

• Manage file creation and all services associated with freight forwarding and logistics
• Assist with account start-up; liaison with sales to ensure required 
documentation/information needed for the SOP are provided• Monitor/audit files weekly for compliance of estimate input, profit margin setting and timely invoicing
• Assist clients in their day-by-day requests related to export/import documentation 
in order to ensure proper execution to the transportation files
• Provide clients with complete Flight/Sailing details in order to ensure proper flow in 
information is guaranteed
• Liaise with Airlines/Ocean lines in order to procure the best possible solutions 
(capacity and cost) to be utilized upon execution of transportation files
• Liaise with DPW internal Network and external Partner Agents in order to guarantee 
the best possible service assistance
• Act quickly upon possible emergency situations that may arise within the life of an 
Air/Ocean file
• Network with your fellow Operations colleagues to ensure proper support is given in 
case of workflow overload

QUALIFICATIONS, EXPERIENCE AND SKILLS

• Graduate in any field
• At least 3 years of relevant and recent experience in Freight Forwarding Operations 
and customer service• Freight Forwarding experience is mandatory