VOC COORDINATOR

at  Bureau Veritas

Introduction
The job incumbent is responsible for the accurate and professional coordination of the whole administrative process flow for VoC in his/her area of responsibility. He/She performs the job within the framework of the BV Quality Assurance System, ISO 9001, ISO 17020, the Code of Ethics, Three Absolutes (Safety, Financial Control & Ethics) and the BV Group policy..

Minimum Requirements

• Graduate from High school or secondary education with 2-3 years knowledge of VoC programs (last 2 months) in VOC procedures or equivalent experience or/and international transport and logistics or import/export field
• Good English and local language skills
• PC Skills (Siebel, Report writing)
• French &/ or Portuguese language would be a plus
• Microsoft Office (especially excel), Oracle (Siebel)
• Analytical and problem-solving skills
• Ability to deal with difficult situations.
• Effective verbal, listening and written communication skills
• Having the necessary knowledge and experience to reflect BV values to his/her environment and to the customers, being able to represent BV

Job Specification

Duties and Responsibilities

• Act as a liaison and provide service information, answer questions, and resolve any emerging

problems

• Advise clients about Bureau Veritas’ products or services.
• Manage incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive

communication.

• Provide accurate, valid, and complete information
• Meet personal Key performance indicators (KPI) as well as the Issuing Office objectives.
• Handle customer complaints, assist with solutions and alternatives within the time frame
• Follow communication, procedures, guidelines and polices.
• Take the extra mile to engage customers
• Review and validate the final documentation received from the client, as well as the

data on the RFC (in terms of nature of goods, quantity, condition, packaging shipping mode etc.)

• Review the HS code (tariff headings) if product/s are regulated or not as per VoC country product list.
• Review FOB value to check if shipment may be under the threshold (refer to applicable VoC country procedures)
• Contact client immediately if any documentation or information is missing
• Generate an invoice as per VoC country procedure fee structure and submit to client. If the client works with PO, request for a copy of the PO
• Once proof of payment is received, proceed to assign to the technical team. If clients are out of South Africa, client will need to submit a swift copy of the payment.
• Ensure, prior to the release of issued certificates that all applicable procedures (especially the relevant checklist) have been applied in a satisfactory manner and the conclusion is satisfactory. Any discrepancy (corrected or not) shall be reported.
• Issue Certificates of Conformity / Non-Conformity reports as expeditiously as possible within the needed timeframes and in accordance with the procedures.
• Email certificates to the concerned client (ensure proof of payment for new clients and COD clients are received, then the certificate can be released)
• Perform additional tasks as and when required by Management

Key Behaviour

• BV Core & Business values
• Achievement motivation
• Teamwork and co-operation
• Customer service orientation
• Courteous
• Honest
• Helpful
• Humble
• Caring
• Hard worker and continuous learner
• Available and willing to travel

Key Skills

• Availability
• Customer orientated
• Positive attitude
• Must be emotionally intelligent
• Team player
• Self-starter
• Analytical, independent, and investigative
• Interpersonal skills

• Act as a liaison and provide service information, answer questions, and resolve any emergin