Customer Service Executive (Indian-Freight Forwarding Industry) – 1on1 HR Consulting
Salary: 6,000 to 8,000 AED Job Location: Dubai, UAE One of our reputed freight forwarding clients which has been in the market since 1980, is expanding and looking to hire a Customer service representative for sea freight (export function). From air-freight and ocean-freight to road transportation and niche specializations in project management, industrial packing, supply chain management and warehousing solutions, our client provides a full, multi-faceted service. Their setup in UAE has allowed them to service key regional areas across Kuwait, Oman, Qatar, Saudi Arabia and the UAE; while expansion plans are also underway for neighboring Bahrain, Iraq, Jordan and Yemen. Job Description: ? Receive inquiries for sea exports from regular customers, overseas agents or Sales and ensure proactive and prompt resolution of service. ? Understand customer’s business needs, their shipment pattern, cargo particulars, and frequency of shipments, volumes, trade lanes, etc. ? Procurement of rates from various carriers and liners on regular basis ensuring rates negotiated are cost effective and generates maximum profitability. For selective customer’s monthly rate sheets to be sent. ? Follow up with customers for additional bookings as per customer potential and explore leads from other divisions. ? Respond to RFQs from Customers/Sales, follow up on quotes and secure booking. Negotiate further where required. In case quotes don’t get accepted, resulting in loss of business, revert to agents on outcome. ? Ensure that all shipments are undertaken to meet, as a minimum, or exceed the customer’s expectations in terms of the standard of service provided, cost agreed and specified time frames and that all shipments are handled in line with company procedures and policies. ? Liaise with customers as needed to coordinate shipments, provide shipment updates and obtain missing information necessary to execute shipment. ? Maintain customer profiles including contacts, special requirements, rates, fees, preferred routing/services, etc. ? Job planning, interdepartmental collaboration and coordination to ensure high delivery. ? Ensure rates negotiated with liners are promptly validated in the system ? On booking confirmation, secure the necessary FCL booking with liner and LCL with the right consolidator, check sailing schedules, apply for container release with carriers, open the job card in the system and release the request, ensure smooth work flow and handover of job file to Operations team. ? Keep customer updated throughout the process i.e. on vessel details, status of shipment movement and follow up until shipment arrives at destination. ? Ensure that the Operations teams will manage the processing of consignments in compliance with export regulations and in line with agreed standard operating procedure. ? Communicate, develop and maintain customer and carrier relationships ensuring customer satisfaction through proactive initiatives. ? Maintain customers focus at all times and answer to customer’s enquiries using the standard guidelines. ? Build long term relationships with account portfolio via phone calls, emails, and job quality follow up. ? Ensure that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to Head of Operations-Logistics. ? Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients ? Perform various customer service activities, including upselling and handling new & existing accounts. ? Keep customer and colleagues abreast of market trend, updates on services, etc.Apply for this job.