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.

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.