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Position Summary:
This position is a key function to ensure customer satisfaction and high level of service delivered to them. Customer Service/Sales Support Function represents a single point of accountability to the customer and is responsible for maintaining and improving a healthy and flourishing relationship with the customer while successfully gaining and maintaining their business.
Key Responsibilities:
· Registration Transport Jobs
· Booking Jobs with carrier
· Track and Trace
· Update clients on delivery schedule
· Update records on Microsoft Office
· Sales Calls
· Adhoc duties as directed
· Development and maintenance of customer relationships with assigned customers
· Development of new sales opportunities from existing, assigned customers
· Maintaining and growing existing business
· Updating existing quotes and generate quotes for new trade lanes
· Maintaining customer records as per company guidelines
· Promoting existing and new products and services where applicable
· Monitor service levels
· Facilitate dispute / incident handling
· Escalate complaints to ensure client receives feedback within reasonable time.
Financial Awareness:
· Maintain accurate financial awareness of customer contribution
· Proactively identifies opportunities and cost minimization to use suitable carrier option
· Continues development of maintenance of records of all activities per job level
Reporting:
· Manual Business Report needs to be maintained with 100% accuracy
· Additional reports as requested
· Provide reports with relevant commentary
Customer Service and Team work :
· Develop and maintain effective relationship with customer base
· Provide timely and accurate assistance
· Act as a single point of accountability to client
· Manage good individual service level
· Improve quality of our services when possible
· Be accessible and good source of knowledge