Akosita Tupou
Brisbane,QLD
Summary
Empathetic Customer Service Specialist known for high productivity and efficient task completion. Skilled in problem-solving, conflict resolution, and time management which enable success in fast-paced environments. Excel at communication, active listening, and empathy to understand customer needs and provide exceptional service.
Built years of experience to gain skills in navigating the complexities of global logistics and supply chain management, with background in freight forwarding. Demonstrated ability to streamline operations, ensuring efficient and cost-effective transportation of goods. Adept at fostering relationships with carriers, clients, and customs officials to expedite service in freight and logistics.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist/Account Management
DACHSER AIR & SEA LOGISTICS
QLD
01.2024 - Current
- Customer Service Activity
- Customer Order Management
- Supplier liaison - Maximized for customer service efficiency
- Shipment monitoring with transparent customer communication
- Manage Key Account Reporting at client base level
- Monitor customer retention
- Maintaining customer visits
- Rate negotiations with overseas parties/agents
- Complete and manage client SOP
- Operational Activity
- Enter PO in a timely manner for reporting visibility
- Manage client reporting for internal customer review
- Retain ongoing relationship with Sales Rep for customer improvement
- Contribute to managing and identifying internal processes to improve service level
- Ongoing management of continuous service improvements internally
- Client Rates Management
National Customer Service Manager
DACHSER AIR & SEA LOGISTICS
01.2023 - 01.2024
- Customer Service Management Activity
- Customer Purchase Order Management
- Supplier liaison - Maximized for customer service efficiency
- Shipment monitoring with transparent customer communication
- Assessment of client value and tier allocation
- Monitor customer retention
- Maintaining customer visits and meetings with VIP clients
- Regular client reviews and reporting - for department and Business intel and growth
- Manage, monitor and review SOP for internal and external use
- Schedule negotiations - Interna/External
- Management Activity
- Consistent management reviews on internal services
- Staff development and Performance review
- Management of client compatibility
- Team goals are met according to work capacity
- Work allocations within CS Department to ensure service is provided
- Team management reviews and input for service development
- Continuous Improvement internally for service growth
- Assistance of deliverance for service in conjunction with company goals
- Developing and monitoring KPIs for each individual VIP clients
- Internal negotiations of service and trouble shooting
Clients Service/Account Management
ACA INTERNATIONAL LTD
QLD
01.2022 - 01.2023
- Customer Service Activity
- Customer Order Management
- Supplier liaison - Maximized for customer service efficiency
- Shipment monitoring with transparent customer communication
- Manage Key Account Reporting at client base level
- Monitor customer retention
- Maintaining customer visits
- Rate negotiations with overseas parties/agents
- Complete and manage client SOP
- Operational Activity
- Enter PO in a timely manner for reporting visibility
- Manage client reporting for internal customer review
- Retain ongoing relationship with Sales Rep for customer improvement
- Contribute to managing and identifying internal processes to improve service level
- Ongoing management of continuous service improvements internally
- Client Rates Management
State Manager QLD & N.T
MCH AVIATION HOLDING AUSTRALIA LTD
01.2022 - 12.2022
- Operational & Customer Service Activity
- Airline bookings
- Customer liaise with airline and agents
- Shipment management with airline
- Shipment management with terminal handling
- Management of loading plan for flights
- Management Activity
- Rate negotiations and management
- Client management and visits
- Branch finance monthly reviews
- Staff of 2 management
- Airline liaison for monthly performance
- Finance and Invoicing functionalities
Portfolio Manager
20 Cube Logistics
Brisbane, Australia
01.2022 - 12.2022
- Company Overview: Australia, Brisbane
- Customer Service
- Customer Portfolio Management
- Customer/supplier liaison
- Rate negotiation and customizing service requirements
- Client Rates management
- Order Management for detailed customers
- Finance and Invoicing functionalities for customer management
- Australia, Brisbane
Senior Export Co-Ordinator
20 Cube Logistics
Brisbane, Australia
01.2021 - 12.2021
- Company Overview: Australia, Brisbane
- Operational Activity
- Customer Export Management of specific customer
- Arranging and negotiating vessel and airline schedules
- All Export functionalities
- EDI and PRA lodgments
- Australia, Brisbane
Customer Service Executive
BTI Logistics Australia
Sydney, Australia
01.2020 - 12.2020
- Company Overview: Sydney
- Operational Activity
- Cargowise job registration - Import/Air
- Organisation registration - Supplier/Consignee
- Vessel registration - All moving vessels into AU port
- Sea Cargo lodgements - All sea freight shipments
- Client implementation
- Customer Service
- Customer Portfolio Management
- Customer/supplier liaison
- Rate negotiation and customised service requirements
- Client Rates
- Finance/Invoicing
- Invoicing Disbursement & Final Invoices for all Customers
- Creditor, Receiver - Invoicing & Reconciliation
- Sydney
Client Relationship Manager
Toll Global Forwarding NZ
NZ
01.2018 - 12.2020
- Information Management
- Review internal clients service reports (includes PO Management, Triangle Shipment, Missing Document and Ship Management Report)
- Review daily all external client reports - as per receipt of reports as per set up to client requirements
- Review of PO Booking, OBL Compliance and No Agent Report - daily
- Client Implementation
- Prepare the Client Implementation Plan and oversee the process
- Complete SOP to meet client requirements
- Set up client in EDI with Sales, CRM and operations as per implementation SOP
- Liaise with CRM and client solutions team to deliver information management requirements
- Brief all relevant stakeholders including the client service delivery team
- Client Retention & Development
- Identify supply chain opportunities that deliver value for both the client and Toll
- Identify potential issues and provide proactive problem solving
- Involve yourself in client 'Moments of truth' and escalate/resolve to the clients satisfaction
- Maintain client visits and profiles in CargoWise
- Client Profitability
- Monthly/Quarterly review of GP per client, per mode, per trade lane to manage buy & sell rates to optimise GP
- Ensure updated quotes & sell rates in CargoWise to enable auto rating
- Identify opportunities to develop new services and revenue whilst reducing our cost to serve
- Service Delivery & Continuous Improvement
- Support, encourage and drive client services & operation teams to deliver value to all stakeholders
- Review KPIs & provide positive and constructive feedback to the CRM
- Identify and implement process improvements
- Assist in mentoring & coaching client services
Operations Manager
Ceva Logistics NZ
NZ
01.2018 - 12.2018
- Managing day to day operation for all customers on site (12 customers)
- Supervision of Direct Reports (12+ staff)
- Scheduling of direct reports on a daily basis, ensuring cost effective labor
- Training for all CL employees across all operational, day to day tasks/duties
- Developing and maintaining records of staff training, staff improvements
- Develop and maintain KPI Reports for all operational activities across various accounts/customers
- Liaising with Management regularly on continuous improvements
- Maintaining KPIs for all staff
- Maintaining customer relations - operational & customer focused perspective
- Staff training - all operational and administrative staff
- Managing Global KPIs for top contract accounts nationally - Monthly KPIs
- Managing Health & Safety process for Contract Logistics sector
- Implementing and maintaining new procedures within logistics sector
- Reviewing P&L for each account to determine needs of improvement - Goal settings for Operations
Commercial Account Manager
B&H Worldwide NZ LTD
NZ
01.2018 - 12.2018
- Oversee relationship of all commercial accounts in the Country
- Assist Managing and maintaining business relationships with external customers for B&H globally
- Prepare monthly/quarterly reporting
- Produce quotes for Tenders in pipelines and RFQ proposals
- Monitor freight movements for main customer and provide monthly performance reporting
- Maintaining 3rd party relationships through direct customers
- Reviewing and maintaining customer data for business development
- Troubleshooting within B&H based on customer interactions to develop further improvements - Adhoc
- Overlook Accounting/billing functions - Payable and Receivable
- Producing customer invoices/credits approvals
- Provide operational assistance to B&H overseas branches
- Overlooking 3PL functions - B2B and B2C
- Managing of the day-to-day overall Operation
- Oversee direction of freight movement within shipments moving globally for clients
- Supervision duties, including training, motivation of staffing, action plans for day-to-day scheduling
- Approval of Finance packs with customers
- Liaising with direct Management for renewal and growth of business opportunities
- Guide resolution of customer service issues, ensuring development and improvement on business relationship
- Managing Depot/Operational performance
- Managing Health & Safety
- Managing RACA for our NZ offices - (Chief Executive Position)
- Reporting of Issues - Customer Vs Company
- Managing of other movement of Freight through other forwarders
- Freight planning with other Freight Forwarders
- Day to Day Customer Solution Management with airlines
- Managing daily/weekly KPI Performance of Operations in NZ
- Co-ordinate and execute all domestic and international shipments
- Monitor shipments through company network and third parties
- Liaising with partnership parties to ensure deliveries of shipment are completed successfully
- Monitor and Co-ordinate Cartage for all shipment - Airfreight and Seafreight
- Monitor and oversee drivers daily -Set deliveries and ensuring completion on a daily basis
- Liaise with Airlines for ETD/ETA of shipments to provide accurate feedback data entry for customer
- Oversee the day to day operations
- Manage staff on daily operations and co-ordination
- Assist and monitor the co-ordination of Customer Service
- Managing accounts/billing for all shipments through third parties
- Managing Invoices for customers and liaising with B&H branches for accuracy in billing
- Oversee Daily Reports for all shipments moving on a daily basis
- Oversee Pre-alert shipments - ensuring action is taken in a timely manner
- Complete all Customs clearance for all types of entries
- Liaise with Government agencies for completion of clearances
- Assistance to County Manager for all Operation and Customer Service Management
- Monitor and oversee Health and Safety requirements of the company
Customs Broker
TNT Express
NZ
01.2013 - 12.2015
- Collating Information for customs clearance
- Clearance of shipments physically held by NZ Customs for proof of purchase
- Liaising with Internal & External Customers (on account & cash customers)
- Customer Service - Incoming and Outgoing calls regarding custom clearance
- Knowledge of processing of Import Flights
- Knowledge of manifesting flights to NZ Customs for Import Clearance on EDI Enterprise
- Collecting GST/Duties from Consignee on Cash Account with NZ Customs
- Lodging Clearance to MPI - Via Ebacca (EDI Enterprise)
- Booking Inspections with MPI and other government agencies for customs clearance
- Compiling and Lodging Entries for Export Shipments through EDI
- Customer Focused with Major clients of TNT
- Clearance through various types of Entries
Customs Compiler
TNT Express
NZ
01.2012 - 12.2013
- Collating Information for customs clearance
- Clearance of shipments physically held by NZ Customs for proof of purchase
- Liaising with Internal & External Customers (on account & cash customers)
- Customer Service - Incoming and Outgoing calls regarding custom clearance
- Knowledge of processing of Import Flights
- Knowledge of manifesting flights to NZ Customs for Import Clearance on EDI Enterprise
- Collecting GST/Duties from Consignee on Cash Account with NZ Customs
- Lodging Clearance to MPI - Via Ebacca (EDI Enterprise)
- Booking Inspections with MPI and other government agencies for customs clearance
- Compiling and Lodging Entries for Export Shipments through EDI
- Customer Focused with Major clients of TNT
- Clearance through various types of Entries
Education
Diploma in Business Management -
Aspire 2 Institute
NZ01.2020
Certificate for Accredited Person -
IVS Limited
NZ01.2015
International Cert in Freight Forwarding -
MITO/BCITO
01.2014
NZ Customs Brokerage Course -
IVS Limited
NZ01.2014
Diploma in Shipping and Freight -
MIT
NZ01.2012
Diploma in Shipping and Freight -
MIT
NZ01.2012
Diploma in Business Administration -
MIT
NZ01.2003
Skills
- Dedicated
- High pressure environment
- Continuous Improvement drive
- Flexible
- Health and Safety compliance
- Leadership and Team building
- Project Management
- Troubleshooting
- Staff training and development
- Performance reporting
- Relationship building and management
- Client Services driven
- Problem solving aptitude
- Opportunities identification
- Internal and external communications
- Team leadership and collaboration
- Recruiting and hiring
- Policies and procedures implementation
- Incident management
- Multi-unit operations management
Websites
References
Available upon request
Timeline
Customer Service Specialist/Account Management
DACHSER AIR & SEA LOGISTICS
01.2024 - Current
National Customer Service Manager
DACHSER AIR & SEA LOGISTICS
01.2023 - 01.2024
Clients Service/Account Management
ACA INTERNATIONAL LTD
01.2022 - 01.2023
State Manager QLD & N.T
MCH AVIATION HOLDING AUSTRALIA LTD
01.2022 - 12.2022
Portfolio Manager
20 Cube Logistics
01.2022 - 12.2022
Senior Export Co-Ordinator
20 Cube Logistics
01.2021 - 12.2021
Customer Service Executive
BTI Logistics Australia
01.2020 - 12.2020
Client Relationship Manager
Toll Global Forwarding NZ
01.2018 - 12.2020
Operations Manager
Ceva Logistics NZ
01.2018 - 12.2018
Commercial Account Manager
B&H Worldwide NZ LTD
01.2018 - 12.2018
Customs Broker
TNT Express
01.2013 - 12.2015
Customs Compiler
TNT Express
01.2012 - 12.2013
Diploma in Business Management -
Aspire 2 Institute
Certificate for Accredited Person -
IVS Limited
International Cert in Freight Forwarding -
MITO/BCITO
NZ Customs Brokerage Course -
IVS Limited
Diploma in Shipping and Freight -
MIT
Diploma in Shipping and Freight -
MIT
Diploma in Business Administration -
MIT