Customer Service Coordinator
2 weeks ago
Job Description
Job PurposeThe Jobholder is responsible for the full process of all network orders captured for Customers and agents.
Generating Booking and Quotation Negotiating with Vendors and suppliers on rates Generating and qualifying leads from cold calling Managing, tracking and following up on leads Track and Trace shipments Proactive updates to customer for every check point Job Invoicing and reporting Meeting monthly and quarterly targets in accordance with goals Creating 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/region To process quotes, order and timely follow-ups, to understand the related issues and to identify the solutions to ensure customer satisfaction To work towards maintaining and increasing sales in assigned territory. To assist office in adhoc/administrative duties To receive and process shipments as per current procedures for relevant service ensuring that customer specific instructions are followed To acknowledge emails within the agreed timelines To coordinate with different entities and countries for rates inquiry To negotiate with agents, airlines for better rates To get spot rates for heavy weight shipments To track and trace every shipment till the shipment reached the last check point To provide timely updates to customers proactively To escalate to line supervisor/Account manager any service failures caused by subcontractors or other entities To follow-up on value added services Perform pre-alert and pro-active track and trace Maintain and make all required data available to obtain the detailed monthly consolidation and reporting Set up and maintain archive filing system; import and export files, including packing list, waybills, invoices, customs related documents etc.-
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