Customer Service Executive

Role Description - Customer Service Executive

Scope:

Air & Sea Imports

Peer Group:

Documentation Executive, Operations Executive, Sales

Executive, Finance Executive, Pricing Executive, Customer

Service Executive (Sea Exports)

Key Contacts:

Role Objective:

Carriers, Customers, Overseas Agents, Internal Teams

(Sales, Pricing, Accounts, Documentation, Operations, HR)

and Directors

The Customer Service Executives primary responsibility is to act as a single point of contact

for the external customer / overseas agents. Each Customer Service Executive also acts as a

backup to a named internal sales person.

The Customer Service Executive is expected to respond to customers / overseas agents

enquiries and submit formal quotations in a timebound manner. The quotation also needs to be

entered in the eFreight application and it should clearly indicate scope, activities agreed with

the customer such as INCOTERMs, CHA, Forwarding, Transportation, FAC and other

applicable terms & conditions. A diligent follow-up needs to be done with the customer /

overseas agent to obtain a confirmed booking.

Communication skills play a vital role for the Customer Service Executive to be effective. The

Customer Service Executive needs to employ a level headed approach to deftly deal with

agitated or frustrated customers. The Customer Service Executive will have to identify the core

problem and offer quick solutions. Multi-tasking, patience and listening skills are key attributes

for a customer Services Executive to be successful.

Key Skills Required

Forwarding business domain experience.

Well versed with Alisped service offerings and business operations.

Ability to multi-task and handle demanding situations

¢ Should have methodical, logical and organized style of working.

¢ Needs to be a patient listener with effective communication skills (both verbal & written)

¢ Knowledge of using MS Word & Excel is necessary.

¢ Empathy & negotiating skills are important qualities to have.

¢ Should be a team player.

Key Responsibilities

1. Enquiries / Leads Management

¢ An individual is expected to handle a minimum of 100 enquiries every month.

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Role Description Customer Service Executive

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Role Description Customer Service Executive

¢ The Customer Service Executive needs to maintain a log of all enquiries received and

ensure proper follow-up is done.

KRA 1 Maintain a log of all enquiries received and action taken

2. Quotations

¢ For general shipments, quotations to be sent within 12 hours from the receipt of the

enquiry. In case of ODC shipments, quotation to be sent within 48 hours from receipt of

enquiry.

¢ The Customer Service Executive needs to diligently follow-up with customers /

overseas agents.

KRA 2 Details of quotations relayed (general and ODC) alongwith TAT

KRA 3

Quote conversion ratio. Publish for general and ODC categories on a

monthly basis.

3. Sales

¢ Generate new business equivalent to 1x CTC.

¢ The Customer Service Executive needs to supplement the Sales team efforts by also

making visits to corporate customers to generate new business.

KRA 4 Generate business equivalent to individual CTC over 12 months. Specify details

of business generated on a monthly basis.

KRA 5 A minimum of 4 visits to corporate customers per month to be undertaken.

Publish names of customers visited alongwith a detailed visit report.

4. Customer Complaints

¢ All customer complaints and service delivery issues need to be formally recorded in a

register. For each complaint, following details need to be captured

o Customer Name

o Complaint Received From

o Complaint Date

o Complaint Details

o Action Taken

o Status

¢ The Customer Services Executive needs to escalate internally (if necessary) to resolve

the problem.

¢ Every customer complaint needs to be tracked till formal closure.

KRA 6 Record customer complaints and action taken for resolution. Publish details on a

monthly basis

5. DSR

¢ The Customer Service Executive needs to maintain a DSR (Daily Status Report) to

capture key details for each shipment.

¢ The Customer Service Executive needs to also update dates on which action was

taken. This is important to capture service metrics.

¢ By the end of each working day, the Customer Service Executive needs to relay DSR

report with corporate customers / overseas agents (as maybe required).

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Role Description Customer Service Executive

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Role Description Customer Service Executive

KRA 7 Ensure daily DSR update is relayed to corporate customers / overseas agents.

Confirm compliance status on a monthly basis

Authority

¢ The Customer Service Executive will not have any authority to sell at a lower rate than

what is communicated by the Pricing Team.

¢ The Customer Service Executive will not have any authority to accede to specific

customer / overseas agents request in case there is any material impact on job