Job Title: Bookings & Customer Relations
Officer (PER EXPORTS)
Reports to: Bookings & Customer Relations
Manager (PER EXPORTS)
Department: Bookings & Customer Relations
Grade: D (Officer)
Head of Department: General Manager
Position Type: Contract
Direct Supervisee(S).
N/A
Location: Nairobi
Job Purpose
The Booking & Customer Relations Officer (PER Exports) is responsible for managing customer interactions, processing bookings, and providing comprehensive support to ensure customer satisfaction and retention. The role involves coordinating with the various departments to ensure smooth logistics operations, addressing customer inquiries and issues, and maintaining accurate records for bookings and related transactions.
Key Responsibilities
- Make periodic online carrier bookings in line with customers’ short- and long-term requirements.
- Prepare and share weekly Booking sheet with all AWBs indicated to all customers with this requirement 2-3 days before shipping date.
- Processing, coordination, and confirmation of daily/weekly bookings put across by customers.
- Communicate with carriers, secure booked space and ensure timely communication of any changes with the customer and all other parties involved.
- Preparation and distribution of the daily final booking sheet, with all the changes highlighted to the operations team. Daily coordination with the operations teams on the ground on any changes with the day’s plan.
- Coordinate with the documentation teams to ensure right documents are processed for the different shipments and pre-alerts are sent on time.
- Ensure requested rates by customers are prepared and sent for approval by department head.
- Manage shipment movement from origin to destination, giving regular updates on any changes to ensure customers’ satisfaction.
- Carry out waybill stock management and reconciliation.
- Coordinate with other teams to ensure all customer operational needs are met when needed.
- Inform airlines on any claims received from shippers in a timely manner and send relevant documents. Follow up claims in line with standard operating procedures.
- Submit all periodic reports as and when required.
Cargo wise related tasks:
- Create bookings from the CONSOL module.
- Import flights from the Global Flight Schedules.
- Create specified CW1 shipments as AGT (on consol details) and ASM (on shipment type).
- Create the necessary sub-shipments for each consol shipment and ensure that the Sending and Receiving agents are correctly updated.
- Manually update ATAs (Actual Time Arrivals) for flight systems not synchronized with Cw1.
- Timely invoicing/ auto-rating for all shipments on Cargo wise.
Minimum Knowledge, Qualifications and Experience required for this role
- Diploma in a Business-related field or equivalent
- CW1 Certificate -Certified Cargo wise Operator
- Certificate in customer service, IATA air cargo or similar qualification
- Minimum of 2 years working experience with good understanding of airline systems
- Proficiency in computer skills, MS Office
Certification/Membership
• IATA Air Cargo Certification
Cargowise Certification
Role Related Competencies (Behavioural Indicators):
- Attention to detail.
- Proactive
- Excellent communication skills
- Excellent organisational and planning skills
- Ability to multitask and prioritize.
Ability to work as part of a team in a pressured environment. - Demonstrate problem solving skills.
People management skills
Key Performance Indicators
Accuracy of processed bookings
- Customer satisfaction through effective communication and prompt resolution of issues.
Average time taken to close a booking from initial contact with a customer.
Customer retention rate - Revenue generated from cross-selling to existing customers
- Accuracy of data input on Cargowise & quality of reports drawn based on data input.
Key Relationships
Relationship
Internal staff, Customers Suppliers/Vendors, Airlines
Send Cv to [email protected]
Deadline 24th September 2024
