Prepare quotations using our online tools and submit our proposal to the customers Deliver presentations about our main Air, Sea, Logistics , LMD & warehousing product Monitor competition by gathering current marketplace information on pricing and products Report customer complaints to the Customer Care Team
To handle all customers' inquiries, complaints, claims follow up, cargo status, verify credit terms, credit status, etc. in a professional manner.
Responsible to add date in CRM data base
Establish strong relationships with customers along with internal and external stakeholders
Share market intelligence about price and services
Coordinate for competitive buy rates with carriers and other key stakeholders
Prioritization of orders and adjusting of schedules to ensure customer priority requirement are met
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.
Manage feedback from customers analyzing the responses to understand the impact on current key trade lanes
Serve as the primary liaison with team mates , and WCA network staff on the delivery of cost[1]effective customer service
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 weekly & monthly Target reports as required.
