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Customer Service

1 month ago

Auckland City, New Zealand Fliway Group Full time

**09th December, 2024**:
Our Story:
Welcome to Fliway, a dynamic powerhouse in the world of transport and logistics As part of NZ Post, we stand tall as one of New Zealand's largest fully integrated transport and logistics providers, offering seamless global supply chain solutions that span international freight, warehousing, and doorstep delivery for businesses and homes alike. Picture yourself as part of our vibrant family of over 500 passionate individuals, driving innovation and excellence. With a nationwide presence boasting 17 Branch locations and 9 Warehouses strategically placed across the country, Fliway is your gateway to an exhilarating career journey.

About the role:
The Customer Service & Key Account Manager is responsible for developing a pro-active relationship with any allocated Customer Accounts, including building strong, multi-level customer relationships to manage and conduit to the Fliway service. You will continuously investigate and develop opportunities for business development to build revenue spend through new market expansion and extension business where feasible.
The role includes a procurement function including sourcing oceanfreight, airfreight and transport rates and co-ordinating entry of these costs into cargowise.

Key Responsibilities:

- Provide a liaison between clients, overseas agents and inter-office departments to ensure a high quality of service to the client.
- Maintaining satisfied customer relationships through the efficient and effective handling of customers by providing solutions to customer enquiries, complaints and problems, finding workable solutions and further development, in consultation with relevant Management Team members.
- Communicating with our Agent network for management of customer shipments.
- Communicating effectively with Ops/CS & Delivery to ensure sell rates / quotes in place including buy rates, if applicable.
- Liaising with Sales Team to ensure Internal SOP for client is in place prior moving / booking shipments with overseas agents.
- Managing shipments until pre-alert received and then on-forwarding the same to Operations team to arrange pre-clearance and delivery, ensuring all clearance docs in order including overseas agents invoices and credit notes. Proactively chasing pre-alert docs and agents invoices if not received in a timely manner.
- Developing trust relationships with a portfolio of customers to ensure Fliway meet expectations.
- Responsible for account management across the services offered by Fliway Air & Ocean in line with defined KPIs/targets.
- Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives through managed customer visits as well as manging QBR presentations.
- Serving as a link of communication between key customers and internal teams by liaising with customer services, operations, customs and sales to aid in problem solving and solution finding whilst ensuring superior customer service and experience.
- Processing RFP/RFQs for customers and Agent Networks, with direction and support The GM for NZ.
- Managing the CS team including staff training and making sure there is sufficient coverage of CS workload.

What We Offer:

- Based at our Auckland Airport location with a competitive remuneration.
- Full-Time, Monday to Friday, 40 hours a week.
- Opportunities for growth and advancement within a dynamic logistics/Transport environment
- A supportive team culture focused on safety, reliability, and effective communication.

What you Bring:

- Freight forwarding experience - proven in Customer Services / Sales Role / Key account Management
- Cargowise One experience
- BUD or similar CRM experience
- Passionate, energetic and “Can do” attitude
- Ability to work under pressure and with mínimal supervision
- Excellent with problem solving and autonomous decision making
- Strong communicator (verbal and written), with excellent attention to detail
- Computer literate - with MS Office packages including intermediate to advanced Excel skills
- Experience with managing a high performing customer service team

Are you ready to step into a world of opportunities and excitement in the logistics industry? At Fliway, not only will you work alongside a fantastic team, but you'll also enjoy competitive pay, exclusive access to holiday homes, discounted healthcare benefits, and the pride of being part of a 100% New Zealand owned transport and logistics company.

At Fliway, we're not just a company; we're a values-driven organization built on pillars that guide our every action: Safety, Service, Pride & Profit.

The team will be on Christmas Break and will not be available to respond until January 13th, 2025. Thank you for your understanding