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 deliv