Executive - Customer Service

• Job Title: Executive Export Customer Service
• Reporting to: Manager Customer Service
• Location: Delhi
• Minimum Qualification: Any Graduate
• Required experience range: 2 – 5 years
• Targeted industry: Logistics/supply chain
• Division: NVOCC
Roles & Responsibilities:
Providing effective support for sector development:
• Sending planned vessel details to sales to obtain
bookings
• Transmitting SOBs to the clients within 24 hours of
vessel sailing
• Sending shut out notices, roll over notices etc to
clients whenever applicable
• Providing regular updates to clients via E-mail / Fax,
regarding any new service /
improvement in transit time / Monthly sailing schedules etc
• Sending pre alerts to overseas agents so that arrival
notices on time
• Sending notices to clients on cargo discrepancies at
carting level by doing initial
groundwork for claims related matters like short landing, excess landing and
sending unclear notices as per SOP
• Preparing claims report and transmitting weekly /
monthly report to the HOD
• Preparing daily carting vessel schedule for clients
• Maintaining sailing schedule ex various Hubs and
forwarding the same to sales for
ready reference
• Providing regular updates to clients via E-mail,
regarding any new service /
improvement in transit time / surcharge updates etc
• To ensure that all updates are sent to clients and
minimize incoming calls for these
details which will reduce the common complaint Compiling and upgrading a
customer service manual for ready reference:
• Monitoring regularly and transmitting the vital and valid information related
to sectors
to sales on real time basis so that authentic info is readily available
Closely monitoring, controlling and transmitting the
t/s updates per sector:
• Ensuring that T/S details are received from the hub port within 48 – 72 hours
from the Vessel sailing Ex Hub
• Ensuring that system is updated and T/S reports
generated and faxed to clients
within 24 hours of T/S report receipt from Hub port for LCL shipments and
Carriers
for FCL containers
• Updating not only the confirmed T/S but also the
tentative T/S detail received from the agent
• Develop dependable relations with key shipping line
personnel
Obtaining information about competitors:
• To get information about competitors such as agent
address and their destination
charges as and when required
Regular Client:
• Making daily telesales to the clients to generate cargo
• Sending stuffing plans and VSL planning to the clients
as soon as the cargo is stuffed
• Sending vessel sailing schedule to the clients
• Providing regular updates to clients via E-mail,
regarding any new service /
improvement in transit time / Monthly sailing schedules etc
• Prompt problem solving and client queries are responded
to within 24 hours
• Maintaining a detailed and updated client profile for
respective Marketing personnel
• Attending to client queries on status of the shipment
right from carting to delivery
status
• Obtaining important documents from the clients e.g. Inv
and Packing list, Certificate of Origin, ACD’s etc
• Sending Quotations to the clients
• Obtaining door delivery rates / on-carriages
• Preparing Haz follow up forms for approvals
• Liaisoning with Operations for special instructions
received from clients and ensuring that the needful is done
• Keeping the clients informed on preliminary damage
condition of the cargo thus preventing claims at a later stage
• Obtaining Daily sales report from the marketing person and ensuring that
follow up calls are made to clients visited the previous day to ensure that cargo
promised
during the call actually comes in
• Minimizing the incoming calls of clients by providing
daily information that is required such as stuffing details, SOB on e-mail or fax
• Sending weekly telecalls report
Non Supporting Clients:
• Collecting the client list of non supporting clients from marketing team
• Identify potential clients who used to support
previously and start gaining their
business
• Call up and try out their requirements
• Arrange / schedule meetings for Marketing with the
client
• Evaluate reasons for non support
• Implementing innovative ideas in solving the client’s
requirements
• Following up every day for the carting and keeping the
same informed to the sales
person
• Sending carting vessel / vsl schedules and other
updates on daily basis to the clients
Following up on fresh leads received:
• Obtain fresh leads from Marketing / phone calls / ads and make effective
telecalls to develop business
• Make a record of all fresh leads received and make
follow up calls regularly
• Inform clients on the services of Allcargo and follow
up with the marketing executive to convert these fresh contacts to potential clients
Generating new clients through Tele –Sales:
• Identifying the client requirement
• Collecting relevant information from the clients
• Fixing the appointment of the client with the marketing
person if required and
informing marketing team to visit the client
• Obtaining feedback on the sales call
• Constant follow up with the client for the cargo
• Liaisoning with the operations for proper stuffing of
the cargo as per the client’s
advice
• Follow up on shipments with the carriers and agents and
sharing status to the clients
• Updating clients on surcharge updates
Attending to Customer Grievances:
• Maintaining an incidence register and recording all customer complaints
received
• Acknowledging all complaints received within 24 hrs
• Analyzing route cause of problem
• Discussing corrective actions and resolving issues
• Sending weekly / monthly reports on complaints received
Enhancing services to top supporters by providing them
Tracking Sheet:
• Daily scanning of carting report & updating the individual client
about the status•
Timely and accurate information to the
clients on status of shipments from carting till delivery of the cargo
Hazardous Cargo:
• Monitoring & obtaining Haz approval from Lines and Overseas offices
• Liaisoning with customers to ensure smooth carting /
shipment of Haz goods
Desired Candidate’s Profile:
• Should have good software skills (Ms-Excel)
• Should have good communication skills (Email
communication) and positive attitude•
Should have negotiation skills

Skills
Excel, Negotiation

Experience
2 - 4 Years

Employment type
Permanent

Work arrangement
No