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 the customer in a manner consistent with their level of understanding
- Areas not effectively dealt with are forwarded to other workplace personnel or external individuals/authorities in accordance with workplace procedures
- Follow-up procedures are undertaken in accordance with workplace procedures
- Explain the process of freight forwarding
- The 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
- Documentation concerning service provision is forwarded to the customer in accordance with workplace procedures