Assessor Resource

TLII0002
Provide freight forwarding information and customer service

Assessment tool

Version 1.0
Issue Date: April 2024


This unit involves the skills and knowledge required to provide freight forwarding services to customers.

It includes dealing with customer freight forwarding inquiries, and explaining the processes and parameters of freight forwarding services.

Work must be carried out in compliance with relevant codes of practice and regulations for the carriage of freight.

Work is performed autonomously, with some accountability and responsibility for self and others in achieving the prescribed outcomes. It involves the application of workplace principles and procedures when providing freight forwarding services to customers.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Deal with customer freight forwarding inquiries

1.1

Customer inquiries are dealt with courteously and efficiently

1.2

Questions are used to clarify customer requirements, needs or concerns

1.3

Information is accurately conveyed to customer and customer understanding is confirmed

1.4

Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures

1.5

Follow-up actions are undertaken in accordance with workplace procedures

2

Explain of freight forwarding process

2.1

Freight forwarding chain of operations is explained to customers

2.2

Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures

2.3

Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance

2.4

Documentation concerning service provision is forwarded to customer in accordance with workplace procedures

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

advising on procedures and protocols for forwarding various cargo to different destinations

advising on relevant regulations and required documentation

applying relevant codes of practice and legislative requirements including local and international freight

communicating effectively with others when providing freight forwarding services to customers

creating documentation related to providing freight forwarding services to customers

interpreting and following operational instructions and prioritising work

modelling excellence in providing freight forwarding information and customer service

modifying activities depending on operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

overseeing a team providing freight forwarding information and customer service

providing information to customers on freight forwarding operations

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

responding appropriately to cultural differences in the workplace

retaining records and documentation

working collaboratively with others when providing freight forwarding services to customers

working systematically with required attention to detail.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

Australian and international standards, criteria and certification requirements

customer information including:

documentation

freight charges

general freight forwarding requirements

legislative requirements

customer service policies and procedures

oral, aural or signed communications, manufacturer/client specifications, supplier and/or client instructions

parameters of freight forwarding services relevant to customer requirements including:

fiduciary and legal responsibilities

freight forwarding procedures

insurance requirements

payment requirements and procedures

relevant legislative requirements

required import and export documentation

service costs

types of transport modes

various consignment methods

relevant codes of practice and legislative requirements including local and international freight regulations including:

regulations and codes of practice for international and domestic freight transport

Australian and international standards and certification requirements

requirements for work including:

authorities and permits

freight forwarding protocols

hours of operation

relevant regulations

workplace operations

sources of relevant information and documentation

typical problems that can occur when providing freight forwarding services to customers and related appropriate action that can be taken to prevent or solve these problems

workplace procedures, policies and protocols for providing freight forwarding services to customers.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so. Where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Deal with customer freight forwarding inquiries

1.1

Customer inquiries are dealt with courteously and efficiently

1.2

Questions are used to clarify customer requirements, needs or concerns

1.3

Information is accurately conveyed to customer and customer understanding is confirmed

1.4

Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures

1.5

Follow-up actions are undertaken in accordance with workplace procedures

2

Explain of freight forwarding process

2.1

Freight forwarding chain of operations is explained to customers

2.2

Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures

2.3

Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance

2.4

Documentation concerning service provision is forwarded to customer in accordance with workplace procedures

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

advising on procedures and protocols for forwarding various cargo to different destinations

advising on relevant regulations and required documentation

applying relevant codes of practice and legislative requirements including local and international freight

communicating effectively with others when providing freight forwarding services to customers

creating documentation related to providing freight forwarding services to customers

interpreting and following operational instructions and prioritising work

modelling excellence in providing freight forwarding information and customer service

modifying activities depending on operational contingencies, risk situations and environments

monitoring work activities in terms of planned schedule

overseeing a team providing freight forwarding information and customer service

providing information to customers on freight forwarding operations

reading and interpreting relevant instructions, procedures, information and signs

reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures

responding appropriately to cultural differences in the workplace

retaining records and documentation

working collaboratively with others when providing freight forwarding services to customers

working systematically with required attention to detail.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

Australian and international standards, criteria and certification requirements

customer information including:

documentation

freight charges

general freight forwarding requirements

legislative requirements

customer service policies and procedures

oral, aural or signed communications, manufacturer/client specifications, supplier and/or client instructions

parameters of freight forwarding services relevant to customer requirements including:

fiduciary and legal responsibilities

freight forwarding procedures

insurance requirements

payment requirements and procedures

relevant legislative requirements

required import and export documentation

service costs

types of transport modes

various consignment methods

relevant codes of practice and legislative requirements including local and international freight regulations including:

regulations and codes of practice for international and domestic freight transport

Australian and international standards and certification requirements

requirements for work including:

authorities and permits

freight forwarding protocols

hours of operation

relevant regulations

workplace operations

sources of relevant information and documentation

typical problems that can occur when providing freight forwarding services to customers and related appropriate action that can be taken to prevent or solve these problems

workplace procedures, policies and protocols for providing freight forwarding services to customers.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so. Where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, codes of practice and operation manuals

relevant materials, tools, equipment and personal protective equipment currently used in industry.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer inquiries are dealt with courteously and efficiently 
Questions are used to clarify customer requirements, needs or concerns 
Information is accurately conveyed to customer and customer understanding is confirmed 
Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures 
Follow-up actions are undertaken in accordance with workplace procedures 
Freight forwarding chain of operations is explained to customers 
Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures 
Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance 
Documentation concerning service provision is forwarded to customer in accordance with workplace procedures 

Forms

Assessment Cover Sheet

TLII0002 - Provide freight forwarding information and customer service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLII0002 - Provide freight forwarding information and customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: