Position

Department

Express Business, Customer Service

Location

Regional (N, S, E, W)

Job Band

2

Reports to

Manager – Key Accounts

Key responsibilities

• Manage a high volume of inbound email traffic, supplemented with phone contact, to assess customer needs
• Prepare detailed reports, as required, for customers
• Respond to customer inquiries with the intent of providing customer satisfaction, retention, and increasing revenue spend which includes new lanes and services
• Review customer inquiries, problems, requests and suggestions to determine the appropriate solutions and/or responses
• Perform first level root cause analysis
• Any critical escalation from client related to closure has to be highlighted to senior level,
• Arrange for expedited service recovery for shipments, when necessary
• Revert back to the client with update/closure in the given timeline.
• Need to share the closure file with every client.
• Responsible for billing and payment collection from the customer.
• Maintaining an accurate record of all existing and potential customers.
• Responding to customer inquiries in a timely and professional manner.
• Serve as the link of communication between key customers and internal teams

QUALIFICATIONS & COMPETENCIES

• Graduate, with Sales & Marketing background 
• Minimum of 2 -5 years of experience in retail sales
• Good communication and listening skills.
• Should be a team player