The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Documentation Accuracy
The percentage of export documentation sets (e.g., Commercial Invoice, Packing List, Certificate of Origin) that are error-free on their first submission to freight forwarders or customs.
Target · >99.5% error-free Out of 200 documents submitted last month, you had only one minor typo that needed correcting, meaning a 99.5% accuracy rate. That's what we're aiming for.
On-Time Booking Rate
The percentage of international shipments booked with a freight forwarder within 48 hours of receiving a confirmed sales order and all necessary product information.
Target · 98% of shipments booked on time If 50 international orders came in this week, you'd need to have 49 of them booked with a carrier by the end of Wednesday (assuming a Monday start). It's about getting the ball rolling quickly.
Data Entry Speed & Accuracy
The volume of international orders processed daily into our ERP and GTM systems, coupled with a low error rate in key data fields (e.g., Incoterms, HTS codes, consignee details).
Target · 20+ international orders per day with <1% error rate You're processing around 22 orders a day, and when we audit them, we find only one in a hundred has a data entry mistake. That's solid.
Landed Cost Variance (Routine Shipments)
How close the actual total cost of delivering a standard product to a customer (including freight, duties, etc.) is to the initial quote or estimate.
Target · <5% variance on routine shipments You quoted a landed cost of £1,000 for a shipment to Germany, and the final actual cost came in at £1,030. That's a 3% variance, which is good going.
Effective Problem Solving (Operational)
Your ability to identify and resolve day-to-day shipment issues (e.g., minor customs holds, carrier delays, documentation discrepancies) without needing constant escalation.
- You're the first to spot a potential issue and usually have a few options for fixing it before you even bring it to your manager. You’ll have clear, concise updates on issues, not just 'it's stuck'. You'll get positive feedback from freight forwarders about your clarity in resolving issues.
Clear & Proactive Communication
How well you keep internal teams (Sales, Finance) and external partners (forwarders, customers) informed about shipment status, potential delays, and necessary actions.
- Sales isn't constantly chasing you for updates
- you've already sent them. External partners comment on how easy it is to work with you because you're so clear. You'll draft emails that are easy to understand, even across different time zones and language barriers.
Compliance Adherence & Diligence
Your consistent application of export regulations and internal compliance procedures, ensuring all necessary checks (e.g., denied party screening) are completed for every shipment.
- Internal audits show no missed compliance steps on your shipments. You're quick to flag anything that looks a bit off, even if it's a minor detail. You'll be asking the right questions about new markets or products to ensure we don't accidentally break any rules.
Relationship Building with External Partners
Your ability to build positive, professional working relationships with freight forwarders, customs brokers, and other service providers, which helps when you need a favour or a quick resolution.
- You'll have a good rapport with our key forwarder contacts, making it easier to get information or resolve issues. They'll know you by name. You'll get quick responses to your queries because they trust you and know you're organised.
