Bookings & Customer Success Officer (PER Exports) – Nairobi, Kenya

Bookings & Customer Success Officer (PER Exports) – Nairobi, Kenya

• Date Posted: September 20, 2024
• Deadline for Application: September 24, 2024
• Job Location: Nairobi, Kenya
• Company: Trade Winds Logistics
• Department: Bookings & Customer Relations
• Job Type: Contract

Job Overview

The Bookings & Customer Success Officer (PER Exports) plays a crucial role in managing customer interactions, processing bookings, and ensuring smooth logistics operations. This role is dedicated to providing top-tier customer service, coordinating with multiple departments, and maintaining accurate booking records. The position supports the company’s operations by handling online carrier bookings, tracking shipments, and delivering effective communication to customers and partners.

Key Responsibilities

1. Booking and Scheduling Management

• Make periodic online carrier bookings to meet customers’ short- and long-term needs.
• Prepare and distribute weekly booking sheets that include all AWBs (Air Waybills) to customers at least 2-3 days prior to the shipping date.
• Process, coordinate, and confirm daily/weekly bookings requested by customers.
• Communicate with carriers to secure booked space and update customers on any changes.
• Prepare and share daily final booking sheets, ensuring any changes are highlighted to the operations team for prompt action.
• Coordinate with the operations teams to address day-to-day changes in shipping plans.

2. Documentation and Shipment Coordination

• Collaborate with the documentation team to ensure accurate and timely processing of all necessary shipment documents.
• Handle pre-alerts and ensure all documentation is in order for shipments.
• Manage the shipment movement from origin to destination, providing regular updates to customers on the status and any changes.
• Track and manage waybill stock, ensuring timely reconciliation and updating of relevant records.
• Liaise with airlines to handle claims from shippers, ensuring swift communication and resolution.

3. Cargo Wise System Management

• Use the Cargowise (CW1) system for creating bookings and managing shipments:
  • Create bookings from the CONSOL module.
  • Import flights from the Global Flight Schedules.
  • Update ATAs (Actual Time Arrivals) for unsynchronized flight systems.
  • Create sub-shipments and ensure accurate details for both sending and receiving agents.
  • Ensure timely invoicing/auto-rating for all shipments in the Cargo wise system.

Qualifications and Requirements

Educational Background

• Diploma in a business-related field or equivalent.
• CW1 Certificate – Certified Cargo wise Operator.
• Certificate in Customer Service, IATA Air Cargo, or a similar qualification.

Experience and Skills

• Minimum of 2 years of experience in airline systems or related fields.
• Proficiency in MS Office and other computer applications.
• Strong understanding of airline booking systems and cargo logistics.

Certifications

• IATA Air Cargo Certification.
• Cargo Wise Certification is a must for operating the CW1 system effectively.

Competencies and Skills

• Attention to detail: Ensuring accuracy in all bookings and documentation.
• Proactive approach: Anticipating potential issues and resolving them efficiently.
• Excellent communication skills: Both verbal and written to foster strong customer relationships.
• Organizational and planning abilities: Capable of managing multiple bookings and prioritizing tasks effectively.
• Problem-solving skills: Ability to navigate challenges in a fast-paced environment.
• Teamwork: Work collaboratively with internal teams and external partners under pressure.

Key Performance Indicators (KPIs)

• Booking Accuracy: Precise processing of customer bookings without errors.
• Customer Satisfaction: Measure of customer happiness based on timely communication and issue resolution.
• Booking Processing Time: Average time from the first customer contact to booking completion.
• Customer Retention Rate: The rate at which customers return for future bookings.
• Revenue Generation: Cross-selling efforts that result in additional revenue from existing customers.
• Data Accuracy in Cargowise: Quality of reports and input data in the system.

Key Relationships

• Internal Teams: Coordination with operations, documentation, and other relevant departments.
• Customers: Act as the primary point of contact for all booking and shipment-related inquiries.
• Suppliers/Vendors: Collaborate with external vendors for seamless logistics operations.
• Airlines: Maintain strong communication channels with airline carriers to ensure timely bookings and shipment tracking.

Application Instructions

If you meet the above qualifications and are interested in this opportunity, please send your CV to m.keah@tradewinds-logistics.com by September 24, 2024.

TELEGRAM CHANNEL

Note: Trade Winds Logistics is an equal opportunity employer and does not charge any recruitment fees during the application process.