To handle all customers inquiries, complaints, claims follow up, cargo status, verify credit terms, credit status, etc. in a professional manner.
To handle all Sales team inquiries and arrange price from concerned vendors (Network offices, Shipping Line, Air Lines and Transporters etc? ) with in 24 hours.
Monitor and update commercial price lists and circulate with concerned departments as weekly basis.
Responsible to maintain CRM data base.
Establish strong relationships with various internal and external stakeholders.
Establish pricing levels in accordance with company guidelines.
Negotiate rates with carriers, agents, offices and service providers.
Coordinate for competitive buy rates with carriers and other key stakeholders.
Work on data base and arrange meeting with customers.
Prioritization of orders and adjusting of schedules to ensure customer priority requirement are met.
Effectively communicate with carriers and build relationships with key decision makers.
To handle bookings and coordinate cargo arrangements (uplift, pick-up time, etc.) with concerned departments within company policies and procedures.
To handle all communications (i.e., telephone, e-mails, fax, etc.), inquiries of customers (internal and external) and provide timely responses and escalations as needed.
To update and maintain the integrity of customers? data.
To resolve all customer issues/problems and coordinate/escalate with concerned departments when needed.
To comply with customers? standards and monitor KPIs as required.
To prepare and submit accurate and timely reports required by manager and customers.
Manage feedback from customers analyzing the responses to understand the impact on current key trade lanes.
Serve as the primary liaison with Sales, and WCA network staff on the delivery of cost-effective customer service.
To properly file, update, and safe keep all pertinent documents/records of the company.
To ensure and report to manager all customer service / Operation KPI and SOP has must follow.
Ensure service excellence by leveraging a high level of forwarding and market knowledge.
Contribute as process owner to continuous improvements around processes and controls ensuring lean and cost-efficient methods are adopted. Compile monthly KPI reports as required.
