Elements and Performance Criteria
- Confirm freight customer needs
- Initial inquiries for freight service are handled promptly and courteously
- Nature of freight service required is established with the customer
- Ongoing customer liaison activities are maintained, where applicable, to establish future requirements
- Unusual or special requests for freight service are referred to appropriate personnel for resolution
- Support services required to meet customers' freight needs are established
- Corporate or key account customers' freight needs are continuously monitored to ensure customer satisfaction
- Provide quotations
- Costs and conditions of the freight service(s) offered are provided to the customer
- Customer queries relating to quotations are answered promptly in accordance with workplaces guidelines
- Key account or potential key account quotations are handled in accordance with workplaces policies and procedures
- Calculate freight charges
- Confirmation is obtained that freight is weighed and/or measured using relevant mass or cubic calculation procedures
- Details relevant to charges are accurately recorded to ensure charge calculations can be verified
- Freight charges are accurately calculated and checked using relevant charge structures
- Method of freight calculation applicable to the service and commodity is established in accordance with workplace policies and procedures
- Freight charge discrepancies are recorded on relevant documentation for adjustment purposes
- Modify products and services
- Freight needs of assigned customers are assessed against current products and services offered by the workplace
- Freight services offered by other providers including state, national and overseas providers are continuously reviewed
- Requests for freight services not currently offered by the workplace are referred to appropriate personnel
- Promote existing freight service
- Existing freight services provided by the workplace are monitored
- Promotional activities, including information seminars, are participated in and responses are followed up
- Potential new account customers are indentified and details of existing freight services are explained
- Advertising programs promoting existing freight services are promoted to customers
- Advantages of existing freight services are explained to potential customers