The organisation
WEC Lines is a dynamic medium-sized maritime transport organisation specialising in container transport. Our services mainly concentrate on Belgium, Germany, England, Portugal, Spain, the Canary Islands and North and East Africa. Our head office is in Rotterdam and we also have branches in Felixstowe, Hamburg, Rotterdam, Antwerp, Barcelona, Nairobi and Mombasa.
Job Purpose
The main purpose of this role is day-to-day handling customer bookings, enquiries, collections and deliveries for our Sea services.
Main Duties and Responsibilities
- Provide exceptional customer service via telephone and e-mail. Assist customers with their enquiries, provide solutions to issues arising and deal with customer complaints in a professional manner
- Maintain and enhance customer satisfaction levels to ensure customer retention and create additional commercial opportunities
- Create bookings / deliveries taken from customer instructions, including arrangement of transport
- Respond to customer requests for information as well as queries and complaints
- Ensure customers are notified of all respective changes and invoices are raised in an accurate and timely manner
- Maintain thorough knowledge of services as well as legislation and maritime rules and regulations
- Input customer shipping instructions into Odyssey to enable issuance of draft bill of lading, making any amendments to the draft as requested by the customer
- Allocate containers from the depot and enter delivery details if doing haulage, send by EDI to Transport and follow up with a hard copy via e-mail
- Check the transport call-over to make sure all collection dates are correct in accordance with the booking made
- Participate in systems and department enhancements and support continuous improvement in everything we do. Suggest ways to improve customer service and running of operations
Preferred Person Profile, Skills and Experience
- Good understanding of shipping procedures
- Good deep sea and/or short sea shipping knowledge
- Good knowledge of port systems Destin8 and CNS
- Working knowledge of shipping systems
- Professional and confident telephone manner and e-mail etiquette
- Excellent customer service skills
- Clear written and verbal communication skills
- Attention to detail and high level of data input accuracy
- Ability to solve problems and work under pressure
- Organised and able to prioritise and work to deadlines
- Negotiation skills and diplomacy
- Good working knowledge of Microsoft Word and Excel
WEC Lines offers the following benefits:
- Competitive Salary
- Pension
- Private Medical
- Medicash
- Life Assurance Plan
