Elements and Performance Criteria
- Deal with customer freight forwarding inquiries
- Customer inquiries are dealt with courteously and efficiently
- Questions are used to clarify customer requirements, needs or concerns
- Information is accurately conveyed to customer and customer understanding is confirmed
- Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures
- Follow-up actions are undertaken in accordance with workplace procedures
- Explain of freight forwarding process
- Freight forwarding chain of operations is explained to customers
- Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures
- Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance
- Documentation concerning service provision is forwarded to customer in accordance with workplace procedures