Customer Service Representative in Sydney

For more than 170 years, Röhlig has mastered the growing complexity of global freight forwarding. By combining the professional competence of a large enterprise with a family-owned company’s virtues and values, we have successfully asserted ourselves on the logistics market. Based on our global network, we create tailor-made solutions to improve our clients’ logistics processes. We currently have a vacancy for an experienced freight forwarding Customer Service Representative to join our Sydney office based in Moorebank.

Responsibilities:

• Monitor and action service requirements for designated accounts, ensuring responses are made to their needs.
• Initiate communication with overseas offices to coordinate import shipments.
• Ensure follow up and provide timely information, primarily to the clients but also to operations/cartage regarding the status of clients’ orders.
• Liaise with Import Air, Import Sea & Compliance staff to ensure speedy delivery of shipments.
• Register and invoice cross trade shipments, report and address expired rates in conjunction with the sales team and ensure expired rates are updated within 2 working days.
• Prepare quotes, maintain client rates, update cost and sell rates for the Branch.
• Monitor client debtors inclusive of COD clients and client credit limits.
• Prospect for new business within own portfolio, follow up and distribute sales leads.
• Update Customer SOP’s and call reporting activities in CW1 organizations in accordance to set KPI’s.
• Visit clients’ premises in conjunction with Management and Sales where applicable.
• Provide status/monthly statistical reports to key stakeholders.
• Deal with complaints professionally to maintain good relations and ensure complaints are recorded for analysis and preventative action within CW1 organization.
• Promote and recommend Online Manager/Röhlig Real Time to clients.

Requirements:

• Thorough understanding and experience within freight forwarding.
• Experience with CargoWise (CW1) or similar freight forwarding systems highly regarded.
• Good communication and interpersonal skills with the ability to communicate effectively both verbally and in writing.
• Customer service driven attitude with the ability to build and maintain relationships and find efficient solutions.
• Ability to understand and improve processes and IT system settings in order to understand and map complex customer requirements.
• Highly motivated, proactive attitude, taking preventive actions with the goal of customer retention.
• Innovative, demonstrate initiative, and be highly adaptive to the changing environment.
• Co-operative working style, informing internal stakeholders/departments pro-actively.
• Time management and prioritisation skills.

What you can expect:

An autonomous and supportive environment with flexible arrangements available for a mix of office and home working. In Australia, our team of experts provides its services from 6 locations. Working at Röhlig means to live internationally; every day staff members around the world cooperate on developing logistics solutions for their customers. Smart minds with drive encounter numerous opportunities to play a vital role in this process. Flat hierarchies, a pleasant and friendly work environment, paid birthday leave, discretionary bonus scheme, considerable opportunities for personal development and long-term career planning provide the basis for your success.