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Customer Service Coordinator
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Job Description
Job PurposeThe Jobholder is responsible for the full process of all network orders captured for Customers and agents.
Generating Booking and QuotationNegotiating with Vendors and suppliers on ratesGenerating and qualifying leads from cold callingManaging, tracking and following up on leadsTrack and Trace shipmentsProactive updates to customer for every check pointJob Invoicing and reportingMeeting monthly and quarterly targets in accordance with goalsCreating and updating activity reports Principal Accountabilities To ensure that all calls are answered within a set period of time during working hours.To keep special focus on assigned customers accounts, understand the requirements, work towards building strong relationship, and to initiate new leads within assigned territory/regionTo process quotes, order and timely follow-ups, to understand the related issues and to identify the solutions to ensure customer satisfactionTo work towards maintaining and increasing sales in assigned territory.To assist office in adhoc/administrative dutiesTo receive and process shipments as per current procedures for relevant service ensuring that customer specific instructions are followedTo acknowledge emails within the agreed timelinesTo coordinate with different entities and countries for rates inquiryTo negotiate with agents, airlines for better ratesTo get spot rates for heavy weight shipmentsTo track and trace every shipment till the shipment reached the last check pointTo provide timely updates to customers proactivelyTo escalate to line supervisor/Account manager any service failures caused by subcontractors or other entitiesTo follow-up on value added servicesPerform pre-alert and pro-active track and traceMaintain and make all required data available to obtain the detailed monthly consolidation and reportingSet up and maintain archive filing system; import and export files, including packing list, waybills, invoices, customs related documents etc.