Customer Service Executive

Confidential Company

Responsible for handling Accounts as assigned by the Customer Service Manager/Team Leader.

Responsible to manage the accounts Operationally as per the Customer Service QMS procedures depending on the shipment mode and be commercially responsible for the development and retention of the account.

Active participation in the MBR/QBRs along with the Management team.

Following up on the action topics discussed during the customer meetings.

Support the project team in executing projects for the existing customers.

Frequent calls and meetings with customers to understand and tap new business prospects.

Develop strong relationships with customers based on trust, honesty and mutual respect and ensure customer communication is pro-active and of the highest standard possible.

Responsible for ensuring that all customer requirements are followed with high diligence and KPI’s if any are always met with close co-ordination within all stakeholders.

Responsible to ensure that accurate KPI reports are shared with the customer within agreed timelines and the deviations are closely evaluated and discussed with the respective stakeholders to ensure monthly improvements.

Ensures all Customer data, Reports as deemed necessary for the operations are duly filed and updated/valid at any given time.

Responsible to ensure that any day-to-day operational issues are resolved as top priority.

Provide innovative, workable solutions to a wide range of internal and customer problems.

Ensure accurate estimate of the freight jobs and warehouse billing for customers.

Responsible for the billing of monthly jobs

Handle Claims filed by the customer as per the internal process and follow up until closure.

Have regular minute meetings with customers and ensure close follow-up is done on the action points.

Responsible for contributing towards the departmental goals and achieving individual KPI’s.

Operate in line with QTA/Operations manual (where applicable).

 Responsible for managing the Admin Executives by ensuring the tasks delegated is executed accurately and in a timely manner.

Represent the company in the most professional manner possible in accordance with local legislation and all company policies / procedures.

Drive and push the CIP development.