Commercial Coordination

1 month ago

Mumbai, India Swire Shipping Full time
Role PurposeTo support the Commercial and Customer Success initiatives in the region on a day-to-day basis thus ensuring their time and resources are utilised effectively.To deliver KPI’s through supporting the Commercial & Customer Success internal leads and third-party agents in the region in generation of new business, professional management of existing accounts, and delivery of service levels for customer experience. Maintain and update Commercial and Customer Success systems and provide exceptional service and support to both internal and external stakeholders.To assist the Commercial and Customer Success leads in regional implementation of company’s strategic goals and projects that help our customers get the most out of our service offering and deliver a customer experience that differentiates Swire Shipping from competition.

Role AccountabilitiesCommercial• Manage commercial teams in third party agencies for correctly maintaining the CRM (CustomerRelationship Management) system utilised by the company.• Proactive management of customer queries interfacing with Agents and all externalcommunication.• Maintaining records of contracts and rates as per the company’s best practice. Report anydeficiencies or resource problems immediately to the stakeholders.• Collate data and information for preparation of agreed weekly and monthly reports andmeetings logs across the region and on time submission.• Maintaining regular contact with the commercial teams and Key Account Manager in thethird-party agency network and be an effective point of contact between internal andexternal parties.• Collect market information from third party agents, customers and other industry contactsincluding information relating to competitor services, projects, market developments andcommunicate these on a regular basis.• Assist in management of third-party service providers as per predefined deliverables andcosts.• Build professional and trusting relationships with third party agents and service providers.• Liaise with customers and agents to arrange cross trade bookings.• Liaise with customers on ad-hoc requests.

Customer Service Success• Assist the Reporting Manager for efficient implementation of Swire Shipping's order to cashactivities within region. Engaging with the export, import, and accounts receivables teams inthe third-party agency network.• Coordinate with the third-party agents and make them accountable for overall customersuccess and satisfaction regarding customer service, ensuring the achievement of NPS andCSAT targets. Follow-up with third party agents for taking corrective action for enhancementof customer experience.• Assist the leads in designing and implementing strategies for improving customer serviceexperience and efficient dissemination to the key personnel in third party agencies.

Safety• Take responsibility for the safety of self and those around by displaying safety leadershipprinciples (i.e., Safety I’s & Accountability ladder).• Challenging and stopping unsafe acts and behaviors or unsafe conditions.• Comply with the Global Safety Standards, Polices and Operating Procedures.

Key Qualifications & SkillsQualifications•Tertiary qualification in marketing, shipping, customer service.

Technical Skills• Geographical knowledge.• Minimum 3 years of marketing support experience in shipping or similar role in supply chain.

Professional Skills• Face to face and tele-marketing experience.• Knowledge of supply chain methodology.• Analytical and presentation skills.• Commitment to exceptional customer service.

By submitting your CV, you are deemed to have agreed and consent to the collection, use and/or disclosure of your personal data to the Company for the purposes of recruitment and employment only in accordance with the Company's Recruitment Data Privacy Policy on our website.

Swire Shipping is committed to ensuring equal equitable access and participation for persons who experience disability. SSL is committed to treating persons with disability in a way that allows them to maintain their dignity and independence. Reasonable adjustments can be made upon request based on understanding of those accommodations.

Across Swire Shipping, we seek to create a supportive and inclusive environment that embraces individuality and recognise the benefits that these differences make. We do this by ensuring that all individuals are treated with respect and understanding and actively promote Equal Employment Opportunity (EEO) and do not tolerate discrimination, harassment, bullying, retaliation or intimidation of any kind. We are committed to driving the strategy, policies and accountability to build and sustain a diverse global workforce, through equitable processes and systems where everyone can contribute their very best.

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