Shipping Support Assistant
Organizational Context
The Shared Services Centre (SSC) is responsible for process management, quality assurance, and service delivery to enhance customer satisfaction. It aims to achieve service excellence and cost reduction through process standardization, automation, and self-service capabilities, ensuring effective execution of administrative procedures and continuous improvement of service delivery.
Job Purpose
The Shipping Support Assistant will provide crucial support to the Shipping Operations within the Shared Services Centre. This role focuses on managing the logistical and administrative aspects of international relocations for FAO staff, ensuring smooth and compliant shipment of household goods and personal effects. The position involves acting as a key liaison between staff, service providers, and internal departments, offering guidance and resolving queries to maintain high service standards and operational efficiency.
Responsibilities
Liaise with relocating staff and service providers, providing essential shipping and insurance details per policies and agreements. Offer guidance to SSC, Divisions, and Field Offices on organizational rules for shipping household goods and personal effects. Address inquiries from the Shipping and Insurance Unit shared mailbox. Process shipping invoices and insurance requests/claims, ensuring accuracy and compliance. Maintain unit files, including shipping records, provider performance, and insurance claims. Monitor international shipments via air, sea, and road. Resolve staff complaints and concerns promptly, ensuring client satisfaction. Support the coordination of international relocation contracts, verifying compliance with Service Level Agreements. Assess recurring service issues, escalate as needed, and recommend process improvements. Stay updated on industry practices, international shipping regulations, and customs procedures. Perform other related duties as required.
Work Experience
Requires at least 2 years of experience in freight forwarding, logistics, or international relocations. This experience should include direct involvement in shipment planning, documentation, and customs procedures. Experience in monitoring and managing service providers under contractual agreements is an asset.
Skills
Proficiency in MS Office (Word, Excel, Outlook) and shipment tracking systems. Familiarity with Incoterms and international trade/shipping regulations. Strong organizational and time-management skills. Excellent interpersonal and communication abilities. Problem-solving and conflict resolution skills. Knowledge of other official FAO languages (Arabic, Chinese, French, Russian, or Spanish) at an intermediate level (B) is desirable.