Customer Service Representative

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.
 
Our Aucklandbranch is looking for an experienced Customer Service Representativeto join our team based in Mangere.
 
Responsibilities

• Provide quality liaison services between major clients, overseas agents and inter-office departments, whilst supporting Sales/Operations where appropriate, with a view of achieving and exceeding targets set in terms of profitability, productivity, accuracy and quality of service
• Ensure customer data in all operational systems and Customer Operating Procedures (COPs) are correct and communicated to operational departments
• Monitor and action service requirements for designated accounts, ensuring prompt, relevant and accurate responses
• Accurately record information about instructions and requests from clients, relay information or instructions to other departments/overseas offices and branches promptly, and provide timely feedback to customers
• Appreciate, understand and resolve customer problems, deal with complaints while at the same time maintain good relations, ensuring complaints are recorded for analysis and preventative action
• Quote ad-hoc freight and insurance rates as required and ensure rates and particular requirements of customers are appropriately recorded and deployed within the organisation
• Ensure quotes are accurate and checked in accordance with inter-department agreements and responded to within sales KPI's
• Inspect incoming shipping documents to ensure they are complete and accurate (according to our quotation to the customer) and react in a timely manner if there are any discrepancies
• Ensure Organisation and Relationships are set up correctly to allow auto completion of jobs and billings in CW1
• Work closely with sales for every new client that Customers Services are allocated
• Manage the data accuracy of the status reports generated and automatically delivered by CW1.

Requirements

• Thorough understanding and experience in a similar role within freight forwarding
• Knowledge and experience using CW1
• Good communication, time management, prioritisation and interpersonal skills
• Co-operative working style with customer service driven attitude to build and maintain relationships and retention
• Highly motivated, solutions focused and proactive attitude in engaging with all stakeholders
• Innovative, demonstrate initiative and be highly adaptive to the changing environment
• Results focused with a view of achieving and exceeding targets set in terms of profitability, productivity, accuracy and quality of service.

What you can expect
An autonomous and supportive environment with flexible arrangements available for a mix of office and home working. In New Zealand, our team of experts provides its services from 4 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.

We look forward to meeting you!