Formulate and execute strategic sales plans to maximize market penetration and profitability.
Job Description• Focal point for customer’s freight shipping requests within the industrial sector.
• Assist customers on status of their shipment, outstanding shipments or tracking.
• Manage end to end shipment life cycle liaising with all internal and external stakeholders.
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
• Takes and handles customer inquiries, e.g. Track and Trace.
• Responsible for all KPIs and SLAs agreed with allocated customers.
• Takes and registers all customer complaints.
• Drives solution of customer complaints by solving it directly or assigning tasks to other function.
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
• Ensure seamless transaction liaising with Pricing and Billing teams.
• Operational Efficiency and Compliance.
• Oversee service delivery to customers, collaborating with internal teams to resolve any issues promptly.
• Ensure team follows company policies and procedures on data security, HSSE compliance, and sustainability.
• 0-3 years’ experience in the Freight industry
• 2-5 years’ experience of Customer Service preferably handling key business clients
• Good Express product knowledge
• Working knowledge of transportation management systems (TMS)
• Ability to handle challenging situation in a composed manner
• Excellent English Verbal & Written skills
• Bachelor’s degree in Industrial Engineering, Supply Chain, Logistics or Engineering