Work must be carried out in compliance with the relevant regulations and workplace requirements concerning freight services.

Work is performed under some supervision generally within a team environment. It involves the application of workplace procedures and regulatory requirements to the servicing of freight customers as part of work activities in the transport, distribution and/or allied industries.

ELEMENT

PERFORMANCE CRITERIA

1Confirm freight customer needs

1.1 Initial inquiries for freight service are handled promptly and courteously

1.2 Nature of freight service required is established with the customer

1.3 Ongoing customer liaison activities are maintained, where applicable, to establish future requirements

1.4 Unusual or special requests for freight service are referred to appropriate personnel for resolution

1.5 Support services required to meet customers' freight needs are established

1.6 Corporate or key account customers' freight needs are continuously monitored to ensure customer satisfaction

2Provide quotations

2.1 Costs and conditions of the freight service(s) offered are provided to the customer

2.2 Customer queries relating to quotations are answered promptly in accordance with workplaces guidelines

2.3 Key account or potential key account quotations are handled in accordance with workplaces policies and procedures

3Calculate freight charges

3.1 Confirmation is obtained that freight is weighed and/or measured using relevant mass or cubic calculation procedures

3.2 Details relevant to charges are accurately recorded to ensure charge calculations can be verified

3.3 Freight charges are accurately calculated and checked using relevant charge structures

3.4 Method of freight calculation applicable to the service and commodity is established in accordance with workplace policies and procedures

3.5 Freight charge discrepancies are recorded on relevant documentation for adjustment purposes

4Modify products and services

4.1 Freight needs of assigned customers are assessed against current products and services offered by the workplace

4.2 Freight services offered by other providers including state, national and overseas providers are continuously reviewed

4.3 Requests for freight services not currently offered by the workplace are referred to appropriate personnel

5Promote existing freight service

5.1 Existing freight services provided by the workplace are monitored

5.2 Promotional activities, including information seminars, are participated in and responses are followed up

5.3 Potential new account customers are indentified and details of existing freight services are explained

5.4 Advertising programs promoting existing freight services are promoted to customers

5.5 Advantages of existing freight services are explained to potential customers

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 the maintenance of freight records, 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 for the servicing of freight customers

Focus of operation of work systems, equipment, management and site operating systems for the servicing of freight customers

Problems that may occur when servicing freight customers and appropriate action that can be taken to resolve the problems

Freight services offered by the workplace

Freight management systems

Workplace costing structures and rates

Workplace public relations policies and procedures

Profiles and details of all customers

Workplace rail service advertising services and procedures

Services provided by other freight service organisations

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

Documentation requirements for freight forwarding including workplace freight tracking system

Housekeeping standards procedures required in the workplace

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

Required skills:

Communicate effectively with others when servicing freight customers

Read and interpret instructions, procedures, information and labels relevant to the servicing of freight customers

Interpret and follow operational instructions and prioritise work

Complete documentation related to the servicing of freight customers

Present information using appropriate media and technology

Operate electronic communication equipment to required protocol

Work collaboratively with others when servicing freight customers

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 servicing freight customers in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unanticipated situations that may occur when servicing freight customers

Apply precautions and required action to minimise, control or eliminate hazards that may exist during the servicing of freight customers

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 servicing freight customers

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:

identifying and confirming freight customer needs

providing accurate quotations to meet customer needs

communicating and negotiating with customers

promoting existing freight services

calculating freight charges accurately

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 services covers:

the application of all products and services offered by the workplace

Promotional activities may include:

public relations activities

press releases

open days

in-house newsletters

publications

advertising programs

seminars

promotional briefings

Support services can include:

loading/unloading requirements

load security/protection

receipt personnel

special vehicle access/parking

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 servicing of freight customers

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 codes and regulations for freight forwarding

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 licence 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.