About the job Project Customer Service SupportMatric3-5 years operational experience in freight forwarding air/ road, sea cargoResponsibilities:Assist Internal and external sales on all modes of transport by receiving and handling RFQ (request for quote and RFI (request for Information) from prospective and current customers.Negotiate rates with company referred Subcontractors in accordance with the Scope of Work and Incoterms.Assist with obtaining information from company subcontractors and Network to provide the customer with the best solutions for the required scope of work.Gather requirements from the customer, suggest alternative methods, contingencies, insurance cover and routing etc. and transfer successful sales to the Middle Office.Assist Project Commercial team with commercial visits to customers whenever needed to explain the rates offer and Work method i.e., Scope of Work.Keep all rates & the validity on file for reference purposes with middle office & customers.Handle required rate negotiations with company subcontractors.Conduct rate analysis to identify best rate (price and quality).Generate estimates on the company quotation model or the prescribed Customer schedule.Submit estimates in accordance with approved rates, showing a comparison between the buying and selling rates to determine the Gross Margin percentage.Monitor success of estimates and tenders submitted and update the quotation module.Complete reporting requirements where required.Ensure destination Country Import Procedures and regulations are taken into account when preparing the rate offer.Clearly define Terms and conditions, Rate Validity and Rate of Exchange used for each country in the rate offCreate and send accurate estimates as requested by clients and agents, sourcing relevant rates.Ensure that all quotes are registered on quotation module & the outcomes of quotes are updated. on a weekly basis with regards to accepted, in progress, lost, sent and to follow up.Hand all new business over to operations.The handover to include the completed estimate, rate sheet/ work sheet and the original customer enquiry and all other relevant documentation.Ensure all buying and selling rates are logged and instructions have been provided in writing on which subcontractors / company office the rate offer is based on.For long term projects a meeting is to be set up between Project Estimator, Commercial Manager and Operations.Depending on the Scope of Work i.e., once off this can be done via email.Compile the rate offer for Project Tenders in accordance with a Tender Rate template or customer supplied template. This rate template must be allocated a company Quotation reference number and be uploaded into the system.Ensure that estimate requests from new clients that are not registered on the company system are sent to the Commercial team as leads.Ensure that existing client contact details are correct and up to date in the Quotation module.Assist other sections, when required, with identifying suitable hauliers for specific work they may be quoting on.Ensure that records are kept of rates to ensure competitive mark-ups are applied and negotiate best rates with the airline and shipping lines, road transporters and any other relevant service provider requiredAny other delegated tasks deemed as reasonable as assigned by the reporting managerDeal Directly with customers either by telephone or electronicallyObtain and evaluate all relevant information to handle enquiriesUnderstand Incoterms and various shipping terminologyAssessing viability of business, negotiating rates, planning of scope of workCompile estimates according to projects/ shipment and customer / company requirementsPlanning response, rate negotiation, and quoting on tenders for projectsEnsure total accuracy of all quotations submitted (to be signed off by relevant BU Managers - amounts above individual assigned value or where deemed appropriate)Ensure all quotations are carried out profitablyNegotiations to be based within the company approved vendor lists and on quality of the service offered, as well as costCommunicate and coordinate with relevant internal departmentsLiaise and communicate with comoany network regularlyHandling of general administrative tasksCreate a positive relationship with customers and ensuring the interaction the customer has with the business is an efficient satisfying experienceMaintain good communications with operational and administrative staff internally
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