Role Summary
This role is responsible for facilitating smooth and effective communication with clients, ensuring timely resolution of inquiries and providing a positive experience throughout their interactions with our agency.
Main Responsibilities
* Handle customer inquiries promptly and professionally through multiple communication channels, ensuring timely resolution.
* Collaborate with the sales team to support inside sales by generating leads, maintaining customer databases, and preparing sales-related documents.
* Conduct telecalls to clients to check on shipment volumes for both in-house and third-party operations.
* Process orders, quotations, and contracts in compliance with company policies, while following up on clients' documents related to KYC and outstanding payments.
* Maintain and update customer accounts with accurate and up-to-date information.
* Proactively manage the entire shipment process, from booking to closure, ensuring compliance with procedures, providing status updates, and resolving customer inquiries.
* Coordinate with relevant parties for import and export shipments, including carriers, agents, brokers, and logistics partners.
* Monitor team productivity and collaborate to solve issues, ensuring that special instructions and best practices are followed.
* Builde strong customer relationships by addressing inquiries, resolving disputes, and ensuring services are delivered as promised.
* Collaborate with internal teams to resolve customer issues and continuously improve customer satisfaction.
* Assist in organizing and conducting customer satisfaction surveys to gather feedback and enhance service quality.
Background and Experience
* Minimum 2 years of experience in freight forwarding covering air and sea freight.
* Product knowledge in liner and logistics services.
* Understanding of shipping markets and operational processes across FCL, LCL, air cargo, and courier services.
* Familiarity with shipping modules and procedure.
Requirements
* Excellent communication and problem-solving skills.
* Able to work under pressure and meet deadlines.
* Strong organizational and time management skills.
* Familiarity with shipping software and systems.