Responsible for customer service function by …
• When an instruction is received from a client for an estimate:
 Ensure that dimensions / weight / number of pieces are on the request.
 If EXW, please ensure that the pickup address or ZIP Code is received.
 If FOB or FCA, please confirm the point of delivery.
 If cargo is over-length or over-height, request rates from the Agent.
 Quote Client accordingly.

• When the quote is accepted:
 Client to confirm on email that the quote has been accepted and instruct how to proceed.
 Client to confirm their choice of Airline.
 Client to provide copy of the order or advise the PO# and Shipper’s contact details.

• Send an email to the Agent instructing them to make contact and establish readiness of the cargo.
• Agent to confirm pickup date and pre-booking flight details.
• Client to be updated.
• Once the cargo is received at the Agent’s Warehouse, flight details are to be confirmed and advised to the Client.
• Agent to confirm the specs and draft HAWB to be sent.
• Draft AWB to be sent to the Client for confirmation.
• Once the pre-alert is received from the Agent, the Client is to be notified.
• Track the MAWB with the Airline to ensure that the cargo has arrived as scheduled.
• Keep the Client informed via Air-Trak.
• Pre-Alert documents:
 If the Client has an account:
• Stamped HAWB / Letter of Indemnity / Shipper’s Commercial Invoice / Packing List / Tax Invoice to be sent to the Client.
 If the Client does not have an account:
• Once proof of payment is received from the Client, the stamped HAWB / Letter of Indemnity to be sent to the Client.
• Ensure that when the original stamped documents are collected, the Driver has the Customs Release Documents.
• Ensure that a copy of the Letter of Indemnity is signed by the Driver collecting the original documents
Copy to be filed in console file.
• Agent’s invoice to be approved for payment and handed to Accounts for processing.
• Ensure that all correspondence is in the file.
• File to be batched.
• File registered day of or before ETA.
• ACM sent to customs day of or before ETA.
• Indemnity generated on Shipshape on or before ETA.
• Final invoice generated within 1 day of ETA.
• Minimum of 1 daily update generated on AirTrak for every working day until the file is closed on AirTrak (excludes the day the file is registered).
• Vendor invoice icon clicked on AirTrak within 5 days of ETA
• AirTrak file closed within 5 days of ETA.
• Shipshape file closed within 5 days of ETA.

Adherence to Policies and Procedure by…

• Acknowledge queries (Clients / Agents / Branch) within 2 hours of receipt of query.
• Operations related queries that cannot be resolved by the Controller, must be escalated to the Branch Manager within 48 hours of receipt.
• All damaged cargo to be handled according to the SLA in place.

Culture Accountability by…

• Three EEE's.
• Deliverables and general performance discussion quarterly.
• Compliance with all HR policies, practices and administrative procedures.

SKILLS:
• Must have excellent verbal and written communication skills.
• Must have high level of accuracy.
• Must have time management skills.
• Must be able to operate a computer.
• Must have organisational skills.
• Must have strong problem-solving skills.
• Must have attentive attitude towards responsibility.
• Must have good telephonic manners and consistent liaison skills.

• Minimum of Grade 12 / Matric.
• Certificate or Diploma in Supply Chain Management NQF 5.
• Minimum of 5 years working experience within the industry focusing on Airfreight.
• Incoterms knowledge.
• Must have knowledge of airfreight principles and practices.
• Must have understanding of shipping practices within a commercial or shipping environment.
• Must have geographical knowledge.