Operations Associate/ Customer Service

General

• Answer telephone calls as per Marken standards.
• Enter accurate and complete data into Marken systems.
• Proactively resolve potential or actual problems with customers and teammates for shipments.
• Support Supervisor & Manager to ensure the efficiency of Operations & the quality of output.
• On time submission of report and assignments to Supervisor & Manager as requested.
• Work periodic weekends and holidays as rostered.

• Contacts:

Extensive contact with Customer Representatives.
Extensive contact with local and regional Aviation and other relevant operational locations.
Extensive contact with Operations/Logistics divisions.
Extensive contact with senior management to both Marken and client.

• Customer Interaction:

Participate in scheduled meetings to discuss services performance and concerns.
Form working relationships and other an understanding of other department within the customer’s organization.
It is the responsibility of all Marken employees to present the company in a professional manner in all customer contact and to promote Marken services where possible with the aim of increasing the volume of work allocated to Marken.

• Knowledge, Skills and experience:

Complete and thorough understanding of Aviation/Airline Networks
Firm regulatory understanding of Import / Export
Familiar with commodities, VAT, Taxes, EEI, INCO, Tariffs, Harmonization, etc.
Familiarity with customs procedures
Excellent communication skills with the ability to influence others.
Excellent problem solving and prioritization skills essential.

Role Rotation:

• Marken practices cross training and role rotation in the interest of; seamless transitions in the event of staff transfer/departure; and encouraging staff training and development. All operations staff is therefore required to work in Exports as well as in Imports. Furthermore, in roles other than the job outlined in this Job Description.

Skills/Qualifications

• Thorough knowledge of Import & Export process and paperwork.
• Good international & domestic geographic knowledge.
• Proficiency in PC skills.
• Good verbal & written communication skills.
• Good service mind and working attitude.

Attributes & Attitudes

• Ability to establish good working rapport with subordinates and management.
• Sense of urgency balanced by meticulous attention to detail.
• Ability to anticipate problems that may occur with shipments.
• Ability to stay calm and constructive in the face of problems.
• Ability to make quick decisions and solve problems or issues as they arise.
• Be initiative.
• Reliable and accountable.
• Willingness to learn new skills and accept coaching.
• Flexible in respect to working hours.
• Work to deadlines, completes task on time.
• Respects the confidentiality of the company and its employees.
• Demonstrates a high standard of professionalism, regardless of the circumstances.