Matthew Augustine Banda
Customer Service Officer.
Blantyre
Summary
With a proven track record at CMA CGM Shipping Agency, I excel in customer support and problem-solving, enhancing service quality by addressing complaints with timely solutions. My experience spans customer service, logistics, and customs, where I've fostered strong customer relationships and trained staff, achieving significant improvements in service delivery and efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
CMA CGM Shipping Agency
06.2019 - Current
- Ensure that all correspondence via NOVA to the relevant Customer service import email queue are attended and responded to within 24 hours as per CMA-CGM policy.
- Ensure that no customer spends more than 10 minutes before being attended to from the time of his / her arrival in the office.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Ensure that all standard Operating Procedures on imports and LARA updates are followed strictly.
- My Responsibility starts with pulling manifests prior vessel discharge at POD and ends with update of empty container move in SYS and collection of all required charges.
- Ensure that all set documents (Original Bill of Lading, Commercial Invoice and Packing List) are collected from respective clients at the latest 5 days prior vessel arrival at the final port of discharge.
- Ensure that all documents are receipt stamped, checked and forwarded to CMA-CGM in Beira, Nacala or other relevant port office within 24hours of receipt from the client.
- Make sure that all original bill of lading must be “accomplished”
- Ensure that all imports customers receive arrival notices at the latest 5-10 days prior to the vessel arrival at POD.
- Ensure that all clients are proactively and regularly updated with the status of shipments until delivery of the cargo.
- Ensure that Demurrage, Detention and Imports charges are collected before container release. Any reduction on tariff of local charges, demurrage, detention and imports charges must be referred and approved by the General Manger in writing.
- Ensure that all local charges are correctly updated within 24 hours in a Daily Collection Report.
- To ensure that respective transporter Batches are checked and authorized with 72 hours of receipt.
- Ensure that vessel files are created immediately with each vessel pulling of manifest and that files are properly maintained and with all required documents such as manifest, original bills, arrival notices, commercial invoices, packing list, copy of transport supplier’s invoice where applicable, special client instructions where applicable, waiver instructions etc.
- Make sure that all releases are released from SYS, no manual releases.
- Make sure that all invoices are issued by SYS, no manual invoices.
- Ensure all files are closed by appropriate authority.
- Ensure that vessel files are filed in sequence.
- Make sure that all Press must always referred to the General Manager.
- Ensure that timely action to items as delegated by the immediate Manager from time to time.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Logistics Clerk
Pacific International Lines: PIL.
10.2017 - 05.2019
- Prepare a list of all incoming vessels for the every month.
- Ensure that documents are received timorously from load ports and sort all manifest/BL per destination.
- Sending out arrival notifications to consignees and notify relevant parties.
- Throughout vessel operations at gateway port, ensure that constant communication is maintained with customers, clients, suppliers and statutory authorities.
- Perform the physical check of PIL equipment and report to respective gateway port.
- Ensure that all charges incurred are collected prior to OBL release.
- Check that all cargo is released against charges.
- Interact with that vendor and coordinate not required equipment for evacuation.
- Sending the daily equipment report.
- Sending the booking forecast and equipment needs.
- Create the export bookings in LMS.
- Perform the cargo readiness.
- Ensure that to updates manifest status (issued, released and cargo deliver.
- Ensure hazardous/special lists are received from POL (port of loading).
- Capture all incoming data on the computer system and include freight details.
- Assisted in budget planning for logistics department, monitoring expenditures and identifying opportunities for cost reduction.
- Coordinated with transportation providers for cost-effective freight solutions, ultimately reducing shipping expenses.
- Ensured regulatory compliance by staying up-to-date on industry laws and guidelines pertaining to import/export activities.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Stepped up and managed logistics department tasks during supervisor absences.
- Prepared comprehensive reports on logistics activities, providing valuable insights for decision-making purposes within the organization.
- Participated in staff training sessions to improve team performance and overall efficiency within the logistics department.
- Developed strong relationships with vendors, fostering a collaborative environment that facilitated smooth operations across the supply chain network.
- Maintained accurate records of inbound and outbound shipments, improving overall supply chain efficiency.
- Enhanced customer satisfaction by resolving shipping discrepancies and addressing inquiries promptly.
- Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
- Managed shipment scheduling, ensuring timely delivery of products to customers.
Internship Student
One Touch Customs Clearing Agent.
07.2016 - 06.2017
- Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Developed professional skills through hands-on experiences, including time management and effective communication.
- Sorted, organized, and maintained files.
- ASYCUDA world.
- Preparing a worksheet.
- Preparing bill of entries.
- Data capturing the entries in the ASYCUDA system (DTI).
- Following up documents at Malawi Revenue Authority.
- Applying for import permits of goods2.
- Checking and advising clients of any duty variances and advising clients on the position of clearance of their goods.
- Good knowledge of exports, customs and exchange control procedures.
- Preparing duty requests to clients and following up requests with clients for timely payment of customs duties.
- Preparing Malawi Revenue Authority duty cheque requisitions and affecting duty payments to Malawi Revenue Authority.
- Managing the Malawi Revenue Authority Remote Direct Trader Input operations with Malawi Revenue Authority Declaration Processing Center for the final clearance of the goods.
Education
No Degree - Shipping And Logistics Management
Lilongwe Technical College
Lilongwe, Malawi 04.2001 -
Skills
- Customer support
- Service recommendations
- Positive attitude
- Communication
- Active listening
- Customer focus
- Complaint handling
- Problem-solving
- Customer relationship management (CRM)
- Product knowledge
- Staff training
Additional Information
OBJECTIVES:
- NOVA USAGE & NPS.
- DDSM& Counter.
- Customer Journey Mapping.
- Inland Operations.
- Customer Experience.
Timeline
Customer Service Officer
CMA CGM Shipping Agency
06.2019 - Current
Logistics Clerk
Pacific International Lines: PIL.
10.2017 - 05.2019
Internship Student
One Touch Customs Clearing Agent.
07.2016 - 06.2017
No Degree - Shipping And Logistics Management
Lilongwe Technical College
04.2001 -
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