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Work Background
DB SchenkerOcean freight forwarder & Multimodal Operations
Sep. 2019Courtstown Industrial Estate, Co. Cork, IrelandCurrent handling of Ocean freight shipment operations for both Deep Sea & Intermodal Transport shipments.
• Daily operational actions on all shipments, booking with carriers/transport/warehouse teams.
• Monitoring and following up on shipments until delivery. • Attending to client queries as required. • Handle customer complaints. • Develop and maintain customer relationships with existing customers. • Assist in handling daily communication and correspondence to external customers. • Assist in the development and growth of client. • Continual feedback and communication with customer. • Maintain good relationships with colleagues in various • operations. Coordinate/liaise/work with carrier contact on operational activities, issue resolution, process execution and performance improvements.
• Assist in handling daily communication and problem solving within other departments. • Keeping record of status of shipments. • Dealing and resolving client queries, where required. • Capture and monitor systems time stamps • Ensuring the accurate tariffs application on all shipment’s billings. • All general operational functions and queries.
• Ensure that all queries raised by clients, debtors and creditors, customs, management, Auditors are dealt with timeously.
DHL Global Forwarding Customer Relations Controller
May. 2017 - Mar. 2019Caterpillar Africa In-house Strategic Customer Relations Controller Responsible for import and export shipments on behalf of the customer. To be the single point of contact for all freight requests and information. Coordinates the delivery and follow up of air and ocean. Responsibilities: • Provide front line contact with customer on all mode of transport. • Liaising with overseas stations and suppliers to arrange shipments. • Monitoring and following up on shipments until delivery. • Attending to client queries as required. • Monthly KPI reporting. • Ensuring effective follow through of DHL invoices for payment by customer. • Assist customer with inventory planning. • Handle customer complaints. • Develop and maintain customer relationships with existing customers. • Assist in handling daily communication and correspondence to external customers. • Assist in the development and growth of client. • Manage the client requirements outlined on client SOP and DHL GF Standard Work Manuals. • Continual feedback and communication with customer. • Assist Airfreight / Ocean Freight Import Manager to meet department targets. • Identify and report new possible business opportunities. • Maintain good relationships with colleagues in various operations. • Coordinate/liaise/work with carrier contact on operational activities, issue resolution, process execution and performance improvements according to corporate policy. • Monitors shipments daily. • Dealing and resolving client queries, where required. • Raising CCM’s where required, client complaints • Capture and monitor systems time stamps required for client status reports and SPR KPI’s. • Ensuring the accurate tariffs application on all shipment’s billings. • Ensure that all queries raised by clients, debtors and creditors, customs, management, Auditors are dealt with timeously. • Reports to management, competitor intervention/market intelligence, reduced volumes.
DHLIn-house co-ordinator
May. 2011 - Apr. 2017Johannesburg Area, South AfricaTo Manage and Maintain all operational procedures at Caterpillar Africa. Procurement of new business for DHL by maintaining a good customer relationship and research the required needs of the customer, to ensure the new business is procured. To control and manage all DHL daily functions at Caterpillar, Provide excellent service quality to the customer.
This includes the processing of all outbound shipments.
Maintain and improve customer service and improve service levels as per the requirements of the customer. Communicate with other DHL departments for all service requests relating to my customer to ensure improvement and maintenance on service standards. Ensure all queries related to my customer and DHL are handled with the utmost importance and resolved as quickly as possible.
Assist with accounts queries for Caterpillar, ensure that my customer’s account is up to date and all queries are resolved.
Monthly KPI reporting to the customer, and ensure Root Causes for delays are resolved to the customer's satisfaction. Ensure that service provided matches DHL's image of quality and leadership in the Courier industry.
Aero-link consultingImports Supervisor
Feb. 2010 - Feb. 2011Johannesburg Area, South AfricaTrack & Trace shipments via Web and internal operating system Cargospot.
Front desk customer service and satisfaction.
ULD Control, Track & trace ULD's
Check in of Cargo as well as tracing Missing Cargo.
Checking & verifying customs releases and releasing cargo to all agents. Supervised a compliment of 8 Staff in Imports on their daily duties as well as implementing disciplinary action as per the disciplinary code. Ground handling for imports from the ramp to the warehouse, as well as positioning all import cargo to Various locations, then updating on the system to provide visibility.
Roy Hayward Consulting T/A RHC SecurityAlarm Technician domestic/home security
Oct. 2007 - Jun. 2008Johannesburg Area, South AfricaInstallation, Fault Finding, Servicing and programming of DSC alarm systems as well as demonstrating to the client a small basic operating course on the alarm system.
World CourierOperations coordinator
Mar. 2003 - Jul. 2007Johannesburg Area, South AfricaCo-ordinate imports and exports of various shipments, arrange customs clearance for imports and exports. coordinate drivers for the collections and deliveries. update and maintain outstanding PODS, keep clients informed of any delays. Maintain customer services, and deal with queries and quotes, sourcing new clients. Operational reports on daily activity and performance for all 4 branches in SA. Maintain 17 Agents across Africa, pre-alert them of any collections or deliveries and advise them on the best possible routing, customs requirements and PODS.Ensure they have the correct packaging for Biological shipments and assist them to prepare paperwork as well as advise them of the best on-forwarding routing for that particular shipment. Pack and co-ordinate Bio-Pharm shipments:
Ensure correct temperature is maintained for temperature-controlled shipments, using my experience with temperature management. Ensure that the shipment is packed and labeled according to the IATA regulations. Complete all relevant documentation required for that specific shipment. Construct various tests on different boxes (TCS) to see which box and which variation will maintain the correct temperature for the longest period of time.
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