Customer Experience Coordinator- Domestic

Neptune Pacific Direct Line (NPDL) operates market leading brands in shipping and logistics services across 18 Pacific Island markets. The Company is vertically integrated providing supply chain solutions between worldwide markets and the Pacific Islands. NPDL is the largest carrier in its core Pacific Island markets operating eight container ships and servicing 18 Pacific Island nations.

The position of Customer Experience Coordinator – Domestic  will report to the Customer Experience Domestic Team Lead. This team requires an energetic, motivated individual to coordinate the full End to End process for our customers, from quotes, bookings, customs clearance (includes biosecurity and fumigation), transport and billing to the client for all Landside business in Fiji This person must have excellent customer focus skills,  and the ability to multitask priorities. This position will work collaboratively with many departments across the Company to unify the goals and strategies of the Company.

Major Objectives / Accountabilities:

• Provide individual support to customers across all products that we sell.

• Providing quotes to customers using the trade tariff provided by the Commercial team

• Create bookings once a request is received by a customer using CragoWise

• Arrange customs clearance documents and support Licensed Agents as required

• Arrange transport options as required by the customers

• Arrange packing/unpacking of cargo as requested by the customers

• Coordinate fumigation services as and when required

• Arrange biosecurity and customs inspections as and when required

• Create transport documents including bill of lading when required

• Register manifesting documents for Imports and Asycuda for Exports and issue delivery orders as required

• Auto-rate jobs in CargoWise and generate invoices within CargoWise

• Send invoices to customers from CragoWise promptly and communicate with the customer directly on any payment queries

• Liaise with the Accounts Payable team to manage FRC accounts

• Arrange for shipping line payments

• Responsible for accurately creating and supporting customers and the team in a timely manner in CargoWise to ensure accurate information flows through all the processes.

• Communicate and follow up effectively with Sales, and the other teams as required.

• Build and maintain effective customer relationships

• Identify potential improvement opportunities that arise. Where required, prepare reports that demonstrate the potential costs, risks and benefits of these opportunities.

• Act as a role model championing Way of Work • Challenges status quo and recommends alternative solutions

• Perform other duties as assigned

Education

• Diploma in Business Customs or equivalent

Experience

• Experience in shipping ERP required (CargoWise is advantageous)
• Minimum of 2 years’ experience within similar role in shipping
• Maintain customer relationships and customer services qualities

Skills

• Demonstrated analytical and quantitative skills
• Intermediate user of MS with expertise in PowerPoint
• Advanced organizational skills and the ability to multitask priorities
• Self-motivated and driven, with ability to work with minimal direction in a fast-paced environment
• Excellent communication and interpersonal skills
• Results driven and customer orientated
• Strong attention to detail and accuracy
• Adaptable and pro-active team player

• Competitive package (Salary plus Bonus)
• Opportunity for development and internal mobility
• Wonderful Giving (wonderfulgiving.com) - allowing you to donate company money to a cause of your choice
• Project Wonderful - Staff spend a day in the community helping with various projects
• Company focused on wellness and health

If you are a self-starter with an interest in developing your skills in the logistics industry, then this could be you.

To be considered for this role you must have the legal right to live and work in Fiji.

All your information will be kept confidential according to EEO guidelines.  

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