Sales Support Administrator

Freightliner is the UK's largest maritime intermodal logistics operator, transporting containers from all major deep-sea ports to our national network of inland terminals, as well as a leading operator in the UK Heavy Haul rail freight market. Freightliner has operations across Europe offering both Intermodal and Heavy Haul rail freight services seamlessly connecting European countries and the UK.

In the UK the Freightliner Group operates under a number of legal entities including, Freightliner Ltd, Pentalver Transport Ltd, and Pentalver Cannock Ltd.

Purpose of the Role:

The primary goal of this role is to maximise Freightliner’s revenue by meeting business targets and ensuring effective communication.

This includes serving as the main day-to-day point of contact for customers, managing all customer-related matters, operating within legal and company policies.

Main Duties and Responsibilities:

• To work closely with relevant Business Development Manager (hereon "BDM"), Strategic Account Manager (hereon "SAM") or customer to achieve and deliver best-in-class service to the company and customer. 
• To process all communications from the customer to an agreed specification, with the correct internal department and within the agreed timescales.
• To liaise with the customer and Freightliner offices at all seniority levels as required, ensuring a professional approach and image is maintained.
• To develop and maintain strong working relationships with all departments in Freightliner and the customer.
• To manage the day-to-day activities of the customer, in conjunction with the requirements of the relevant department and in line with company standards and available services advising the customer where necessary.
• To manage and achieve business targets as agreed with your "BDM" or "SAM".
• To proactively maximise all sales opportunities available from the customer base, considering any future strategic plans.
• Ensuring identified future trends in traffic and any relevant new business opportunities are shared with relevant Freightliner personnel and departments.
• Work in conjunction with the Pricing department and the "BDM" or "SAM" to offer incentives to the customer to maximise utilisation and profit.
• To maintain high standards of customer care at all times and deliver effective communications, within agreed timescales as discussed with your "BDM" or "SAM".
• To provide effective and informative information between both the customer and Freightliner, which may affect either party.
• To work in conjunction with the finance and Customer Experience department to ensure that all revenue earned is accurately and timely invoiced ensuring all movements are rated as per the agreed tariff, whilst raising additional charges where necessary and processing claims/administration as required.
• To develop and maintain an understanding of the key performance indicators and actively work to bring them in line with company expectations.  Factors such as (but not limited to) business gathered through wagon utilisation, common user opportunity, import/export mix, laden/empty mix, customer market share and vehicle utilisation (am/pm split).
• To ensure the integrity of both customer and Freightliner IT systems are maintained where appropriate.
• To undertake any other appropriate tasks as directed by your "BDM" or "SAM".
• To provide weekly/daily/periodic reports detailing specific information as requested by your Sales Support Manager or BDM.
• To produce rate quotations in collaboration with the pricing department for customers and commercial staff on request.
• To update and review customer tariffs/gazetteers/schedules as required and communicate to "BDM" or "SAM" and Service Delivery team in Freightliner standardised format.
• Collate and distribute daily reports as required - ie; late runners and distribute as necessary.

KPI’s/Performance Measures:

Revenue Maximisation: Supporting the "BDM" or "SAM" in achieving or exceeding business targets to increase revenue. Effective Communication: Ensuring accurate and timely communication with all stakeholders - internally and externally. Working closely with "BDM" or "SAM", keeping them abreast of customer activities and engagement to help support the customer and meet Freightliner business targets. Customer Relationship Management: Acting as the day-to-day support contact for customers, addressing their needs and concerns whilst maintaining strong relationships. Compliance: Operating consignments in adherence to legal requirements and company policies.

Behavioural Competencies:

To effectively perform the above responsibilities, the following behaviours are essential:

Attention to Detail

Ensure accuracy in booking processing, communication, and invoicing.

Proactive Problem-Solving

Anticipate potential issues and take the initiative to address them before they escalate.

Identify and act on sales opportunities and communicate to Business Development Manager where appropriate.

Strong Communication

Maintain clear, professional, and timely communication with customers and internal teams.

Effectively convey information that impacts both the customer and Freightliner, ensuring all parties are informed.

Customer Focus

Prioritize customer satisfaction, consistently delivering high standards of care.

Understand and respond to customer needs, providing solutions that align with company capabilities.

Collaboration and Teamwork

Work closely with various departments within Freightliner, fostering a cooperative environment.

Share relevant information and collaborate with colleagues to achieve defined common goals.

Adaptability and Flexibility

Respond to changing customer requirements and business needs with agility.

Be open to taking on additional tasks and responsibilities as directed.

Commercial Awareness

Understand the business context, including market trends and financial implications.

Make decisions that align with both customer needs and Freightliner’s commercial objectives.

Integrity and Professionalism

Uphold company values, ensuring all actions reflect positively on Freightliner.

Maintain confidentiality and integrity in all interactions and tasks.

Time Management

Efficiently prioritize tasks to meet deadlines and manage workload effectively.

Deliver reports, quotations, and updates within agreed timeframes.

Continuous Improvement

Actively seek opportunities to improve processes, services, and customer interactions.

Stay informed about industry developments and apply this knowledge to enhance performance.

Our commitment to you, once you join our team, is to foster growth and provide developmental opportunities to ensure you reach your utmost potential.

We are looking for the most committed and reliable individuals who possess the knowledge, skills and experience needed for their roles.

In return we can offer competitive pay, excellent benefits, a competitive pension scheme and a rewarding career in an award-winning team.