Customer Service Manager
Resume:
SUGANDREN GOVENDER
Clearing & Forwarding / Logistics Operations Coordinator (Sea, Air, Road Freight, Cross/Overborder Specialist)
PROFILE
Experience:
** *****’ Imports controlling – sea air and road
12 years’ Exports controlling – Sea, air and road
4 years Cross border
12 years’ Customs clearing & forwarding
5 years Projects
5 years Estimates
2-3 years Groupages
12 years Haz cargo /FMCG
2 years Fleet management (up to 25 fleet)
2-years Warehouse management
3-4 years in oil and gas
12 Bond stores
Fleet Management 25 trucks / 25 drivers
Commodity wise: Haz, perishable, oil and gas,
pharmaceutical, chemical, abnormal load,
tankers, glycerine, timber, paper, raw materials,
engineering, steel, copper, general cargo,
FMCG, retail and more
Trade lanes: Europe, Asia and Africa
Email: *******@*****.***
Code 8 (Own Transport)
EDUCATION
Buffelsdale Secondary
[1999]
[Matric – Exemption]
SETA
[2015]
[Customer Service and Junior Management]
In-house Courses
Applied Computer Literacy: ESTA Computers 2000]
In-house
Freight Forwarding
Import, Export and Logistics
PC Skills/ Programs
Shipshape, Compu-clear, Cargowise, Core Freight, SAP, BOS, CTrack, NAVIS Microsoft Office (Word, Excel, PowerPoint, Outlook, Internet, Pivot Tables CAREER SUMMARY
ImageFreight Crossborder Controller Oct 2019 – 24 December 2019 Contract World to Africa/
Ocean light Shipping
Over Border Controller
/Clearing & Forwarding
Oct 2018-July 2019
C. Stienweg/Bridge
Shipping
Over Border Transport
Controller
June 2017 – Sept 2018
Swiftair International Operations Manager/Senior
Sea freight Imports
Controller
Mar 2015 –Feb 2016
Manica SA Senior Controller / Key
Accounts
Controller
Feb 2014 to Oct 2014
Schenker SA Projects Controller
Promoted To
Senior Accounts Clerk
Promoted To
Filing / Customs Clerk
Promoted To
Driver
Mar 2009 - Mar 2013
Jul 2006 - Mar 2009
Jun 2006 - Jul 2006
Jan 2006 - Jun 2006
WORK EXPERIENCE DUTIES
[World to Africa/ Ocean light Shipping [Over Border Controller /Clearing & Forwarding] - Referee Mr. Preggie - Manager
( 083-***-****)
[Oct 2018]– [July 2019] – RFL – Resigned due to working conditions. Road Freight / Overborder (Durb/JHB)
[Total of 25 trucks and Drivers Managed
Managing loads for client deliveries
Managing 25 drivers
Managing Fleet maintenance
Working with Transnet Port Terminals to plan collection of containers for daily deliveries. Managing daily fuel consumption
Ensuring trucks are serviced on time to maintain service plan with agents. Ensuring all trucks are roadworthy and up to standard with the Road Traffic Association Managing the National Bargaining Council for the drivers Maintaining all clients according to their SOP
Liaising with clients daily
Sending status reports to clients 24 hours
Invoicing all loads once PODs received
Arranging Driver salaries on a monthly basis
Receiving and dispatching stock ex Warehouse.
Processing of road manifest
Briefing and debriefing of drivers
Routing and scheduling
Planning pick up and drop off points of vehicles
Meeting customer specifications in terms of vehicle requirements Vehicle monitoring
Handling administrative tasks
Answering calls, and dealing with customer queries and requests Supervising and controlling driver activities
Compiling reports and templates
Attending meetings
Reporting and presentation
Co-ordinate and manage administration functions
Handing of enquiries and queries, as well as quick problem-solving solutions Good planning and communication skills, interpersonal skills with drivers and co-workers.
Providing of planned schedules for the transportation of goods] Airfreight
[Client liaison
Effective time management
Tracking and tracing of shipments
Pre-costing, invoicing and quality control
Handling of debtor’s queries
Assisting with and managing registrations
Effective planning and delivery of air freight cargo Closing files on system after delivery
Checking SOB details – imports
Updating Status Reports
Opening Export Files and registration
Batch documents for invoicing
Capturing costs
Charge sheet
Arrange transport for shipments
Booking cargo with the airline
Ensuring pick up & delivery of cargo into the necessary airlines Invoicing of files
Providing Estimates to existing & new clients]
Import
Prepare quotes and estimate for clients
Liaise with client and receive instruction
Registration of shipments and opening of shipment file including document assembly Tracking of shipments
Customs clearance
Shipping line and airline release
Process and Confirm SOB / ANF / DROs details
Process surrender forms
Track and trace containers into stack then to Destination Apply for early / late arrival if needed
Monitor vessel until Destination port
Facilitating cargo split and delivery
Plan shipments together with the client / warehouse based on tonnage received Manage road transport for delivery
Solve operational problems with least risk to Land and Sea Shipping Daily status reporting
Payment of land side charges to customs and shipping line Payment of freight to shipping lines
Invoicing
Export
Negotiation and preparation of estimates
Developing export documents such as invoices and assembling documents Liaise with warehouse staff for preparation of product for export Work according to SOP set up on every client
Capturing the booking on internal system and sending them out Follow ups on cargo status
Ensure accurate service provider invoices ad client Follow up on payment if required
Confirm buy / sell rates
Produce required shipping documentation for export purposes Confirm sailing dates
Try and waive export detention charges that may incur locally Always look at cost saving initiative for all clients Avoid additional costs to clients
Liaise with the Client and Overseas Agents to ensure success of shipments Apply for free time locally and overseas when required Monitor Local and Destination Free time, to avoid additional cost
[C. Stienweg/Bridge Shipping] [Over Border Transport Controller] - Referee Mr. Graydon Anderson - Manager ( 083-***-****)
[June 2017]– [Sept 2018] – RFL – Received an opportunity to work purely in clearing and forwarding Road Freight / Overborder / Crossborder
[Coordinating the daily planning of cargo movement Ensuring that all budgets are managed effectively
Plan and organize cross border vehicle requirements Working knowledge on hazardous and non-hazardous products Extensive Cross Border Experience into Various African Countries Ensure efficient vehicle utilization, maintenance and tracking Processing of road manifest
Briefing and debriefing of drivers
Routing and scheduling
Planning pick up and drop off points of vehicles
Meeting customer specifications in terms of vehicle requirements Vehicle monitoring
Handling administrative tasks
Answering calls, and dealing with customer queries and requests Supervising and controlling driver activities
Compiling reports and templates
Attending meetings
Reporting and presentation
Co-ordinate and manage administration functions
Handing of enquiries and queries, as well as quick problem-solving solutions Good planning and communication skills, interpersonal skills with drivers and co-workers.
Providing of planned schedules for the transportation of goods Invoicing
Once shipment is delivered to the customer thereafter gather all charges for the file, ensuring everything is in the shipment file before generating the invoice
Before invoicing, confirm with the shipping line that we have all the charges and that there are no additional charges to follow Once everything is in order an invoice is generated and sent to the customer together with all supporting documents (Tax Invoice/Shipping Line Invoice/Cargo Dues/Sars Release/SAD500/Customs Worksheet/Commercial Invoice/Packing List/Certificates and the Bill of Lading
Thereafter ensure the delivery is arranged smoothly without any delays or demurrage Cross Boarder Shipments/Road
Once shipment arrives in Durban Port customs clearance is done (RIT or RIB) request from the client if container needs to be unpacked and transported as Break-bulk
Once all that is done all documents (Bill of Entry/customs worksheet/commercial invoice/packing lists and bill of lading) is stamped and signed and sent through to the agent at the border Request our agent to collect the monies upfront from the client for the clearance to be done at the border Once that is done confirm with the agent if clearance process has begun in order to dispatch trucks to avoid standing time at the border
Cross Boarder Shipments/Road
Once shipment arrives in Durban Port customs clearance is done (RIT or RIB) request from the client if container needs to be unpacked and transported as Break-bulk
Once all that is done all documents (Bill of Entry/customs worksheet/commercial invoice/packing lists and bill of lading) is stamped and signed and sent through to the agent at the border Request our agent to collect the monies upfront from the client for the clearance to be done at the border Once that is done confirm with the agent if clearance process has begun in order to dispatch trucks to avoid standing time at the border
Once trucks are near the border give the client prior notices to arrange equipment for offloading Once shipment is complete then invoice the agent and the agent does the final invoice to the client Handling of all the trucks that are dispatched, obtain the drivers details and truck registrations, request for daily tracking to pass on to our agent at the border
In constant contact with all trucks up until delivery is finalize Helping to develop and implement a Customer Service Policy for the entire Team Finding ways to measure Customer satisfaction and improve services Handling enquires from clients
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes Helping to build good customer relations
Knowledge of all documentation for customs clearing Following up with collection and delivery points
Planning of consolidations, dedicated and full truck loads Route planning, transport schedule for drivers
General office administration
Liase with departments- air and sea for any shipments; Responsible for submission of invoices to finance for payment Ensuring correct export documents are received from clients Updating clients with day-to-day tracking
Providing clients with monthly reports
Ensuring that delays are communicated with the clients Assist clients with queries and find a suitable resolution Capturing
Containers and car carries
Processing of documents for branch
Submissions
Liaising with local and overseas clients/agents
Releases
Reports
[Swiftair International] [Sea Freight Imports Controller /Operations Manager JHB] – Referee Mr. Namen Poonusamy Swiftair – Senior Manager (084-***-****)
[Mar 2015] [ Mar 2016]– RFL – Family Responsibilities (Dad passed away and had to return to Durban to handle formalities.)
[Management of all staff members and all adhoc related aspects of company property Registrations
Imports and Exports
Issuing of delivery release orders to clients.
Ensuring that release documents at counter are logged in. Ensuring that proper release documents was submitted. Distributing of invoices and ANF’s to clients.
Ensuring prior to release of export Bill of Lading that full payment was released. Receive all documentation from the client (commercial invoice/packing list/bill of lading Request SOB details from the shipping line
Once SOB details received from the shipping line shipment is thereafter registered on Compu Clearing and a file is opened Once file is opened shipment is thereafter sent to the technical department for customs clearing Releases
Once shipment is customs cleared, request charges from the shipping line Once charges are paid documents are batched and sent to the shipping line to obtain release and update NAVIS Ensuring containers are delivered to the proper delivery address. Expediting of containers from port of discharge to the destination using the priority train. Ensuring that all customs documents are legally cleared for release of containers. Tracking of containers.
Liaising with clients daily to ensure a successful delivery. Distribution of ANF’s to clients.
Ensuring that VOC’s are actioned accordingly prior to release of containers. Submitting of manifest to Customs for Acquittal purposes. Capturing
Capturing of all bills of lading
Containers and car carries
Processing of documents of branches
Submissions
Liaising with local and overseas clients/agents
Releases
Reports
Invoicing
Processing of invoices.
Auditing of release messages transmitted by release clerks tour container department Reliable for debt collecting.
Issuing of refunds to the client.
Supplying of ETA’s of vessels via ANF’s & telephone. Maintaining that cargo is correctly manifested before issuing charges Export Booking
Ensuring release of bill of lading upon vessel Departure. Vessel recon which entails the following:
All containers are manifested for release of containers at P.O.D. Ensuring all containers are loaded & all cost are recovered prior to release of bill of lading. Ensuring that all bookings are captured.
Once shipment is delivered to the customer thereafter gather all charges for the file Ensuring everything is in the shipment file before generating the invoice Before invoicing, confirm with the shipping line that we have all the charges and that there are no additional charges to follow Once everything is in order an invoice is generated and sent to the customer together with all supporting documents (Tax Invoice/Shipping Line Invoice/Cargo Dues/Sars
Release/SAD500/Customs Worksheet/Commercial Invoice/Packing List/Certificates and the Bill Of Lading Once NAVIS is updated with the shipping line thereafter send the transporter a transport instruction Follow up on the vessel arrival to see when our cargo is available for uplift Once cargo is available at the port then plan delivery to the customer Ensuring we give the customer prior notice to arrange labor, etc. for offloading When abnormal cargo is involved arrange the crane and rigging and all documentation Thereafter ensure the delivery is arranged smoothly without any delays or demurrage Cross Boarder Shipments
Once shipment arrives in Durban Port customs clearance is done (RIT or RIB) request from the client if container needs to be unpacked and transported as Break-bulk
Once all that is done all documents (Bill of Entry/customs worksheet/commercial invoice/packing lists and bill of lading) is stamped and signed and sent through to the agent at the border Request our agent to collect the monies upfront from the client for the clearance to be done at the border Once that is done confirm with the agent if clearance process has begun to dispatch my trucks to avoid standing time at the border
Once trucks are near the border give the client prior notices to arrange equipment for offloading Once shipment is complete then invoice the agent and the agent does the final invoice to the client As per the transport part handle all the trucks that are dispatched, obtain the drivers details and truck registrations, request for daily tracking in order for me to pass on to our agent at the border In contact with all the trucks up until delivery is finalize Customer Service Management (Qualified in Customer Service and Management) Helping to develop and implement a Customer Service Policy for the entire Team Finding ways to measure Customer satisfaction and improve services Handling enquires from clients
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes Helping to build good customer relations
Assisting the team by performing the tasks with them Helping with training and development
Handling complaints (from both staff and customers]
[Manica South Africa] [Senior Controller / Key Accounts Controller] – Referee Mrs. Carol Coetzee Manica SA – Branch Manager
[Feb 2014]– [ Oct 2014] RFL - Resigned Company was moving the ops department to JHB at the time - Having been retrenched from Schenker and having immense experience in the clearing and forwarding industry, decided to take a chance and venture into own transport business.
[Registration
Imports and Exports
Receive all documentation from the client (commercial invoice/packing list/bill of lading Request SOB details from the shipping line
Once SOB details received from the shipping line shipment is thereafter registered on Shipshape and a file is opened Once file is opened shipment is thereafter sent to the technical department for customs clearing Issuing of delivery release orders to clients.
Ensuring that release documents at counter are logged in. Ensuring that proper release documents was submitted. Distributing of invoices and ANF’s to clients.
Ensuring prior to release of export Bill of Lading that full payment was released. Releases
Once shipment is customs cleared, request charges from the shipping line Once charges are paid documents are batched and sent to the shipping line to obtain release and update NAVIS Ensuring containers are delivered to the proper delivery address. Expediting of containers from port of discharge to the destination using the priority train. Ensuring that all customs documents are legally cleared for release of containers. Tracking of containers.
Liaising with clients daily to ensure a successful delivery. Distribution of ANF’s to clients.
Ensuring that VOC’s are actioned accordingly prior to release of containers. Submitting of manifest to Customs for Acquittal purposes. Invoicing
Once shipment is delivered to the customer thereafter gather all charges for the file, ensuring everything is in the shipment file before generating the invoice
Before invoicing, confirm with the shipping line that we have all the charges and that there are no additional charges to follow Once everything is in order an invoice is generated and sent to the customer together with all supporting documents (Tax Invoice/Shipping Line Invoice/Cargo Dues/Sars
Release/SAD500/Customs Worksheet/Commercial Invoice/Packing List/Certificates and the Bill of Lading Processing of invoices.
Auditing of release messages transmitted by release clerks tour container department Reliable for debt collecting.
Issuing of refunds to the client.
Supplying of ETA’s of vessels via ANF’s & telephone. Maintaining that cargo is correctly manifested before issuing charges Export Booking
Ensuring release of bill of lading upon vessel Departure. Vessel recon which entails the following:
All containers are manifested for release of containers at P.O.D. Ensuring all containers are loaded & all cost are recovered prior to release of bill of lading. Ensuring that all bookings are captured.
Transport
Once NAVIS is updated with the shipping line I thereafter send the transporter a transport instruction Follow up on the vessel arrival to see when our cargo is available for uplift. Once cargo is available at the port, we then plan delivery to the customer, ensuring we give the customer prior notice to arrange labor, etc. for offloading
When abnormal cargo is involved arrange the crane and rigging and all documentation Thereafter ensure the delivery is arranged smoothly without any delays or demurrage Ensure that all containers for which SI’s have been received have been shipped In the event of missing data short shipped lists to be checked and or bay plans to avoid cargo reaching destinations unmanifested
Depot Release
Depot Collection
Bookings
Progress Logs
Capturing
Capturing of all bills of lading
Containers and car carries
Processing of documents for branch
Submissions
Liaising with local and overseas clients/agents
Reports
Collect all known charges
Release bill of lading
Cross Boarder Shipments
Once shipment arrives in Durban Port customs clearance is done (RIT or RIB) request from the client if container needs to be unpacked and transported as Break-bulk
Once all that is done all documents (Bill of Entry/customs worksheet/commercial invoice/packing lists and bill of lading) is stamped and signed and sent through to the agent at the border Request our agent to collect the monies upfront from the client for the clearance to be done at the border Once that is done confirm with the agent if clearance process has begun to dispatch trucks to avoid standing time at the border Once trucks are near the border, give the client prior notices to arrange equipment for offloading Once shipment is complete, then invoice the agent and the agent does the final invoice to the client As per the transport part handle all the trucks that are dispatched, obtain the drivers details and truck registrations, request for daily tracking in order for me to pass on to our agent at the border In contact with all the trucks up until delivery is finalize Finding ways to measure Customer satisfaction and improve services Handling enquires from clients
Helping to build good customer relations
[DB Schenker] [Projects Controller] – Referee (Ms Shantha Hurinath Schenker SA –Manager (083-***-****)
[Jan 2006]– [Mar2013] RFL – Retrenchment
[Projects Controller
(March 2009 – March 2013)
Registration
Imports and Exports
Receive all documentation from the client (commercial invoice/packing list/bill of lading Request SOB details from the shipping line
Once SOB details received from the shipping line shipment is thereafter registered on Shipshape and a file is opened Once file is opened shipment is thereafter sent to the technical department for customs clearing Issuing of delivery release orders to clients.
Ensuring that release documents at counter are logged in. Ensuring that proper release documents was submitted. Distributing of invoices and ANF’s to clients.
Ensuring prior to release of export Bill of Lading that full payment was released. Releases
Once shipment is customs cleared, request charges from the shipping line Once charges are paid documents are batched and sent to the shipping line to obtain release and update NAVIS Ensuring containers are delivered to the proper delivery address. Expediting of containers from port of discharge to the destination using the priority train. Ensuring that all customs documents are legally cleared for release of containers. Tracking of containers.
Liaising with clients daily to ensure a successful delivery. Distribution of ANF’s to clients.
Ensuring that VOC’s are actioned accordingly prior to release of containers. Submitting of manifest to Customs for Acquittal purposes. Invoicing
Once shipment is delivered to the customer thereafter gather all charges for the file, ensuring everything is in the shipment file before generating the invoice
Before invoicing, confirm with the shipping line that we have all the charges and that there are no additional charges to follow Once everything is in order an invoice is generated and sent to the customer together with all supporting documents (Tax Invoice/Shipping Line Invoice/Cargo Dues/Sars
Release/SAD500/Customs Worksheet/Commercial Invoice/Packing List/Certificates and the Bill of Lading Processing of invoices.
Auditing of release messages transmitted by release clerks tour container department Reliable for debt collecting.
Issuing of refunds to the client.
Supplying of ETA’s of vessels via ANF’s & telephone. Maintaining that cargo is correctly manifested before issuing charges Export Booking
Ensuring release of bill of lading upon vessel Departure. Vessel recon which entails the following:
All containers are manifested for release of containers at P.O.D. Ensuring all containers are loaded & all cost are recovered prior to release of bill of lading. Ensuring that all bookings are captured.
Transport
Once NAVIS is updated with the shipping line I thereafter send the transporter a transport instruction Follow up on the vessel arrival to see when our cargo is available for uplift. Once cargo is available at the port, we then plan delivery to the customer, ensuring we give the customer prior notice to arrange labor, etc. for offloading
When abnormal cargo is involved arrange the crane and rigging and all documentation Thereafter ensure the delivery is arranged smoothly without any delays or demurrage Ensure that all containers for which SI’s have been received have been shipped In the event of missing data short shipped lists to be checked and or bay plans to avoid cargo reaching destinations unmanifested Depot Release
Depot Collection
Bookings
Progress Logs
Capturing
Capturing of all bills of lading
Containers and car carries
Processing of documents for branch
Submissions
Liaising with local and overseas clients/agents
Reports
Collect all known charges
Release bill of lading
Cross Boarder Shipments
Once shipment arrives in Durban Port customs clearance is done (RIT or RIB) request from the client if container needs to be unpacked and transported as Break-bulk
Once all that is done all documents (Bill of Entry/customs worksheet/commercial invoice/packing lists and bill of lading) is stamped and signed and sent through to the agent at the border Request our agent to collect the monies upfront from the client for the clearance to be done at the border Once that is done confirm with the agent if clearance process has begun to dispatch trucks to avoid standing time at the border Once trucks are near the border, give the client prior notices to arrange equipment for offloading Once shipment is complete, then invoice the agent and the agent does the final invoice to the client As per the transport part handle all the trucks that are dispatched, obtain the drivers details and truck registrations, request for daily tracking for me to pass on to our agent at the border In contact with all the trucks up until delivery is finalize Finding ways to measure Customer satisfaction and improve services Handling enquires from clients
Helping to build good customer relations
Senior Accounts Clerk
(July 2006 – March 2009)
Data Capturing
Processing of foreign invoices and invoices for all service providers – Book Value of around 50 million a month Transnet account and recons
Debtors invoicing
Filing / Customs Clerk
(June 2006 – July 2006)
Locating files and preparing documents for customs Driver
(Jan 2006 to June 2006)
Delivering documentation to client
Delivering of Cargo to the client
[CNA Edcon Group] [Sales Representative]
[Dec 2000]– [ Dec 2005] - RFL – First job left after receiving an opportunity to work in the Freight Forwarding Industry.
[Sales
Promoting current products to customers
Prepare presentations
Receiving stock
Stock take
Cash up]
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