Logistics Backoffice Services Logistics Backoffice Services
Logistics Backoffice Services Freight Forwarding
Sales Support
Our sales support team assists your sales team and ensures the smooth execution of sales-related activities. We support by:
Support Customer Onboarding
When you have new customers, our sales support team will assist in setting up their accounts, explaining processes, and providing necessary information to ensure a seamless experience.
Customer Inquiries and Communication
We handle your customers’ inquiries promptly and professionally. Our sales support team interacts with your customers via phone, email, and fax as necessary to address their questions and provide necessary information.
Carrier Selection
Our operations department selects land carriers, airlines, and shipping lines to transport the goods based on the factors of cost, transit time, and the nature of the cargo.
Quoting and Pricing
Our sales support team prepares and sends freight quotes to your customers and new prospects based on their shipping requirements. We work closely with your relevant departments to calculate costs and send accurate quotes accordingly.
Sales Reporting and Analysis
Our sales support team also assists in generating sales reports, analyzing data, and providing insights to the sales team and management for informed decision making.
Customer Service
Our customer service team acts as a single point of contact for your customers. We address their inquiries, concerns, and provide support throughout the shipping process. Our main services are:
Order Processing
Once a customer decides to proceed with a shipment / order, our team facilitates the order processing by preparing all necessary documentation, ensuring compliance with regulations, and coordinating with your other departments.
Handling Customer Inquiries
Our customer service representatives promptly and professionally address your customers’ inquiries related to shipment bookings, cross verifying the documentation, and every other logistics-related questions.
Coordinating with Operations and Logistics
Our customer service team will collaborate with your operations and logistics teams to ensure the smooth movement of shipments. We provide updates on estimated departures / arrival times, delays, and any other relevant information.
Cargo Tracking and Tracing
Throughout the shipment's journey, our operations team tracks and traces the cargo to provide real-time updates to customers and stakeholders. We send pre-alerts as required so your customers are always clear on a shipment's status and location.
Resolving Issues and Discrepancies
In case of shipment-related issues, delays, or discrepancies, our customer service team investigates the issue, liaises with the relevant parties, and works towards a resolution to your customer's’ satisfaction.
Post Delivery Support
Our customer service support doesn't end with shipment delivery. Our team continues support and assistance post-delivery ensuring complete customer satisfaction.
Our experience has taught us that effective customer service in freight forwarding is essential for fostering loyalty, repeat business, and positive word-of-mouth referrals. Our customer service team acts as a bridge between you and your customers to ensure a smooth and satisfactory shipping experience.
Documentation
Our freight forwarding documentation team’s function plays a crucial role in managing the extensive paperwork and administrative tasks associated with shipping goods, domestic or international. Proper documentation is essential for complying with legal regulations, customs requirements, and to ensure the smooth movement of shipments. Some of the tasks we undertake are:
Preparing Shipping Documents
Our documentation team prepares all necessary shipping documents including the commercial invoice, packing list, bill of lading, air waybill, and other relevant documentation based on the mode of transport and the destination.
Electronic Data Interchange (EDI)
Our documentation team manages the EDI (electronic data interchange ) process to streamline communication and documentation flow. This provides smooth exchange of information and documents between different parties involved in the supply chain.
Accuracy and Verification
Our documentation specialists meticulously review and verify all documents to ensure accuracy and completeness. Even minor errors in paperwork can lead to significant delays and additional costs.
Coordinating with Various Stakeholders
Our documentation department collaborates with other teams, such as sales, operations, and finances, to gather the necessary information and ensure all required documents are prepared within the stipulated dates.
Customs Clearance
Our documentation team prepares and submits the required customs clearance documents. We reduce the risk of delays and penalties substantially by ensuring the smooth clearance of goods through customs checkpoints.
Compliance and Legal Requirements
Freight forwarding involves adhering to international trade regulations and local laws. Our documentation team ensures that all your paperwork complies with the legal requirements, including import/export regulations, customs procedures, and trade agreements.
Document Storage and Retrieval
We maintain organized and up-to-date records of all shipments and their related documents. Our documentation team keeps track of each shipment's paperwork for reference and auditing purposes. Our team uses CRM’s to store electronic documents securely, and accessible for retrieval when needed.
Cargo Insurance Documentation
Our documentation team handles insurance-related documentation to ensure that shipments are adequately insured based on the customer's requirements.
Transshipment and Multimodal Documentation
In the case of transshipment, our documentation team manages necessary paperwork to facilitate the smooth transit of goods.
Our documentation team's accuracy, attention to detail, and compliance expertise ensures your shipments move smoothly through the supply chain, while meeting all legal and regulatory requirements along the way. Your back-office staff is freed to concentrate on expanding the business with you.
Operations
Our operations team oversees the shipping process and coordinates activity with stakeholders to ensure timely and reliable delivery of goods. Some of the processes we undertake are:
Receiving Cargo & Consolidation
Our team coordinates receiving cargo from your customers. For smaller shipments or less-than-container-load (LCL) cargo, our operations team consolidates multiple shipments into a single container to lower costs and improve efficiency.
Handling Special Cargo
If your shipments involve hazardous materials, perishable goods, or oversized cargo, our operations team arranges special handling to comply with additional regulations.
Route Planning
Our operations team plans the most efficient and cost-effective transportation routes for each shipment, considering factors such as distance, transit time, and potential customs requirements.
Documentation Coordination
Our operations team works closely with the documentation department to ensure that all required paperwork, such as bills of lading and customs documentation, are prepared and submitted accurately and on time.
Warehousing and Storage
Operations may arrange warehousing and storage of goods when needed. We coordinate with warehouse providers to ensure secure and efficient storage for you.
Risk Management
Operations assesses and manages potential risks during transportation, such as weather-related delays, port congestion, or unforeseen disruptions, and implements contingency plans as necessary and in coordination with you.
Claims Management
In the event of damaged or lost shipments, our operations team collaborates with the customer service and documentation departments to handle claims and resolve issues.
Our operations team's ability to plan, coordinate, and execute shipments effectively, contributes significantly to customer satisfaction, lower costs, and the overall reliability of your business.
Accounting
Bookkeeping and Financial Recording
Our accounting department books the costs, maintains accurate and up-to-date financial records, including income, expenses, assets and liabilities. This involves recording all financial transactions related to your freight forwarding services such as invoice booking, job and non- job related expenses, and exchange rate tracking, to mention a few.
Accounts Payable
Our team manages payments to suppliers, carriers, vendors, and other service providers. We ensure that all invoices and payments are processed accurately and on time.
Accounts Receivable
We handle your customers invoicing and monitor your accounts receivable. We track customer payments, follow up on outstanding invoices, and manage collections.
Payroll Management
If you want help with payroll activities, our accounting department manages payroll processing, including salary calculations, tax deductions, and benefits administration.
Tax Compliance
Our accounting department prepares tax returns, and handles tax-related matters, such as withholding taxes and value-added tax (VAT) for international shipments.
Bank Reconciliations
Our team reconciles bank statements with financial records to ensure that all transactions are accounted for accurately.
Financial Reporting
We prepare financial statements and reports, such as income statements, balance sheets, cash flow statements, and profit and loss (P&L) statements to provide insights into your company's financial performance.
Credit Control
Here, our primary goal is to ensure that customers pay their invoices on time and to minimize the risk of bad debts.
Monitoring Customer Accounts
Our credit control team closely monitors customer accounts and their payment behaviors to identify potential credit risks and late payments.
Payment Reminders and Collections
Our team sends payment reminders to customers before the due dates to encourage timely payments. We handle collections for overdue invoices; with follow-ups by email and phone calls.
Managing Credit Holds
If a customer exceeds their credit limit or has outstanding payments, credit control may place a credit hold on their account until the issue is resolved.
We believe that effective credit control is essential for maintaining healthy cash flow, reducing bad debts, and minimizing financial risks. By carefully managing credit accounts and enforcing your credit policies, our credit control team can raise your financial stability and the success of your business.
