Freight Forwarding Coordinator

3 days ago

Melbourne, Victoria, Australia beBeeFreightForwarding Full time $75,000 - $95,000

Job Title: Freight Forwarding Coordinator

This role involves coordinating and executing end-to-end freight forwarding operations. The Operations Coordinator serves as a central point of contact for customers, ensuring their requirements are met and expectations exceeded.

The key responsibilities include:

  • Managing the entire shipment process from booking to job closure, ensuring compliance with all company procedures and standards.
  • Processing sales orders with precision and speed, ensuring timely and accurate execution of shipments as per confirmed bookings.
  • Coordinating with overseas carriers, agents, and shippers based on the type of import shipment.
  • Working with carriers, agents at the port of loading (POL), customs brokers, trucking companies, warehouses, terminals, and Container Freight Stations (CFS) as required by the shipment type.
  • Maintaining regular communication with customers to provide status updates, respond to inquiries, and address any issues promptly.
  • Ensuring that services are delivered as promised and informing customers of any deviations or issues impacting their shipments.

Customer Interaction and Service Excellence

Maintain regular communication with customers to provide status updates, respond to inquiries, and address any issues promptly. Build rapport and trust with customers by maintaining detailed customer profiles, managing pricing/quote inquiries, handling disputes and claims, and resolving complaints effectively.

Customer Advocacy and Relationship Building

Own all customer-related issues and facilitate their timely and effective resolution by engaging relevant internal stakeholders. Act as a customer advocate, understanding customer requirements and expectations, and liaising with various internal teams, including credit, supply chain, technical support, product management, and sales.

Team Collaboration and Productivity Management

Oversee daily shipment monitoring efforts to ensure productivity meets departmental and company standards. Facilitate problem-solving and foster collaboration within the team to achieve productivity goals.

Compliance and Documentation

Ensure all shipment documentation is accurate and complete, complying with import/export regulations and company policies. Accurately input all shipment-related data into the ERP system.

Financial Coordination and Escalation

Collaborate with the Finance Department on invoicing and customer payments, ensuring timely and accurate processing. Issue credit notes only when necessary and with appropriate approvals.

Key Performance Indicators (KPIs)

Timeliness: Ensure all shipments are processed and delivered within agreed timelines. Accuracy: Maintain high accuracy in documentation, order processing, and data entry in CargoWise One. Customer Satisfaction: Achieve high customer satisfaction scores through effective communication and reliable service. Productivity: Meet or exceed departmental productivity standards. Compliance: Adhere to all regulatory requirements with zero instances of non-compliance.

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