Executive - Customer Service

Job Description

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 cus