This unit applies to individuals working as a customs broker. Work must be carried out in compliance with the relevant Customs and related legislation and workplace requirements concerning freight forwarding.

Work is performed under some supervision generally within a team environment.

This unit is normally packaged at AQF III or above.

ELEMENT

PERFORMANCE CRITERIA

1Deal 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 the customer in a manner consistent with their level of understanding

1.4 Areas not effectively dealt with are forwarded to other enterprise personnel or external individuals/authorities in accordance with enterprise procedures

1.5 Follow-up procedures are undertaken in accordance with enterprise procedures

2Explain the process of freight forwarding

2.1 The freight forwarding chain of operations is explained to customers

2.2 Parameters of service relevant to customer requirements are explained in accordance with workplace procedures

2.3 Handling and documentation requirements for various types of goods are explained to customers including dangerous goods and hazardous substances

2.4 Documentation concerning service provision is forwarded to the customer in accordance with enterprise procedures

REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit.

Required knowledge:

Australian and international codes and regulations relevant to freight forwarding, including the Australian Dangerous Goods Code and relevant bond, quarantine or other legislative requirements

Relevant OH&S and environmental protection procedures and guidelines

Workplace procedures and policies relevant to the provision of freight handling information to customers

Focus of operation of work systems, equipment, management and site operating systems for the provision of freight handling information to customers

Problems that may occur when providing freight handling information and appropriate action that can be taken to prevent or resolve the problems

Types of transport used in international trade and knowledge of the most economical modes of transport for different situations

Types of goods and related handling and documentation requirements including dangerous goods and hazardous substances

Documentation requirements for the freight handling services including workplace freight tracking system

Freight transport timetables, yard and terminal facilities, and site layout

Housekeeping standards procedures required in the workplace

Required skills:

Communicate effectively with others when providing freight forwarding information

Read and interpret instructions, procedures, information and labels relevant to the provision of freight forwarding information

Interpret and follow operational instructions and prioritise work

Complete documentation related to the provision of freight forwarding information

Operate electronic communication equipment to required protocol

Work collaboratively with others when providing freight forwarding information

Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others

Promptly report and/or rectify any identified problems that may arise when providing freight handling information in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when providing freight forwarding information

Monitor work activities in terms of planned schedule

Modify activities depending on differing operational contingencies, risk situations and environments

Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment

Select and use relevant computer, communication and office equipment when providing freight handling information

Operate and adapt to differences in equipment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OH&S standards

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of:

reading and interpreting freight documentation

providing information to customers on freight forwarding operations

maintaining enterprise records and documentation

advising on relevant export regulations and required documentation

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

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include:

a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments, access is required to:

relevant and appropriate materials and equipment, and

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

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests

Practical assessment must occur:

through activities in an appropriately simulated environment at the registered training organisation, and/or

in an appropriate range of situations in the workplace

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance.

Work may be conducted:

in a range of work environments

by day or night

Customers may be:

internal or external

Workplaces may comprise:

large, medium or small worksites

Work may be conducted in:

limited or restricted spaces

exposed conditions

controlled or open environments

Freight may include:

all forms of freight. Some freight may involve special handling and storage requirements, including temperature controlled goods, dangerous goods, explosives and hazardous substances

Parameters of freight forwarding service that may be explained to customers include:

procedures for forwarding freight

type of transport modes

various consignment methods

relevant legislative requirements

required import/export documentation and requirements

insurance requirements

service costs

payment requirements and procedures

fiduciary and legal responsibilities of either party

Customer information may include:

business structure

general freight forwarding requirements

legislative requirements

information on export clearances

documentation services

freight charges

Hazards in the work area may include:

exposure to chemicals

exposure to dangerous or hazardous substances

movements of equipment, goods, materials and vehicular traffic

Consultative processes may involve:

other employees and supervisors

suppliers, customers and clients

drivers and agents

relevant authorities and institutions

management and union representatives

industrial relations and OH&S specialists

other maintenance, professional or technical staff

Communication in the work area may include:

phone

electronic data interchange (EDI)

fax

email

internet

RF systems

oral, aural or signed communications

Depending on the type of organisation concerned and the local terminology used, workplace procedures may include:

company procedures

enterprise procedures

organisational procedures

established procedures

Personal protective equipment may include:

gloves

safety headwear and footwear

safety glasses

two-way radios

high visibility clothing

Information/documents may include:

goods identification numbers and codes

manifests, cartnotes, delivery notes, special clearances, consignment notes, authorised weighbridge certificates, and special clearances

internal documentation used for freight tracking

codes of practice and regulations relevant to the transport of goods

Australian and international regulations and codes of practice for the transport of dangerous goods and hazardous substances

operations manuals, job specifications and induction documentation

manufacturers specifications for equipment

workplace procedures and policies

supplier and/or client instructions

dangerous goods declarations and material safety data sheets (where applicable)

award, enterprise bargaining agreement, other industrial arrangements

relevant Australian Standards and certification requirements

quality assurance procedures

emergency procedures

Applicable regulations and legislation may include:

relevant sections of Customs legislation, regulations and codes for the transport of freight

Australian and international regulations and codes of practice for the transport of dangerous goods and hazardous substances, including:

Australian and international Dangerous Goods Codes

Australian Marine Orders and the International Maritime Dangerous Goods Code

IATA Dangerous Goods by Air regulations

Australian and international explosives codes

privacy legislation

water and road use and license arrangements

export/import/quarantine/bond requirements

marine orders

relevant state/territory OH&S and environmental protection legislation

workplace relations regulations

equal opportunity legislation

equal employment opportunity and affirmative action legislation

workers compensation regulations

This unit contains employability skills.