Check SOP in place before giving them to Transit Operator 

Client management Represent the Company at first point of contact with the customer.

Timely update to customers Retention of customers by regular review meetings & address improvement points with the OPS / Concerned Mapping of the Customer & identify opportunity for Up selling Customer visit - ( monthly/ yearly- no of visit in a month TBD) Trouble shoot with operations if any deviations and escalate to close these issues keeping the client updated. 

Team management Tracker file / team performance Tracker to be maintained capturing all events as mentioned in the scope of activities / SOP and intervene on deviations with the concerned to close the gaps, pro-actively

Maintain DSR for all the customers Conducting regular department meetings for continuous improvement

Setting up of KPIs for team members & to ensure the same is followed with regular review & monitoring 

Claim's Damage / performance claims Co ordinate with BU's & update customers Maintain Complaints register/ issue logs for accounts handled and ensuring all issues are attended and responded to timely with proper documented evidence.

Take customer feedback/ complaint FORM, documenting the same in the record and escalating to the Supervisor for advice and resolution. The feedbacks must be shared with the Branch operations, sales and management

Quote log Rate submission / Follow up Quote log/rate card update for all RFQ / Vertical customers 8 Others TBD

'>

Job - Details « Back

MANAGER -CUSTOMER SERVICE - AIR & OCEAN FREIGHT

Job Code 29174
Posted Date Jun 09, 2018
Industry SHIPPING
Job Title MANAGER -CUSTOMER SERVICE - AIR & OCEAN FREIGHT
Level MIDDLE MANAGEMENT
CTC 9.0 To 10.0 Lakhs - P/A
Experience 10 To 15 Yrs
Location CHENNAI
Requirement

Budget for this position may go up to INR 10 lac PA.

Objective KPI

team responsibility will be responsible for effective coordination between the Customers and the Operations team & Other offices

Establish SOP for Routed / Local sales account's Set SOP in place for the routed business in discussion with key stake holders Rate sheet to be created SOP for the local sale business in discussion with Sales Define the routing of the customer order (execution plan) /

Check SOP in place before giving them to Transit Operator 

Client management Represent the Company at first point of contact with the customer.

Timely update to customers Retention of customers by regular review meetings & address improvement points with the OPS / Concerned Mapping of the Customer & identify opportunity for Up selling Customer visit - ( monthly/ yearly- no of visit in a month TBD) Trouble shoot with operations if any deviations and escalate to close these issues keeping the client updated. 

Team management Tracker file / team performance Tracker to be maintained capturing all events as mentioned in the scope of activities / SOP and intervene on deviations with the concerned to close the gaps, pro-actively

Maintain DSR for all the customers Conducting regular department meetings for continuous improvement

Setting up of KPIs for team members & to ensure the same is followed with regular review & monitoring 

Claim's Damage / performance claims Co ordinate with BU's & update customers Maintain Complaints register/ issue logs for accounts handled and ensuring all issues are attended and responded to timely with proper documented evidence.

Take customer feedback/ complaint FORM, documenting the same in the record and escalating to the Supervisor for advice and resolution. The feedbacks must be shared with the Branch operations, sales and management

Quote log Rate submission / Follow up Quote log/rate card update for all RFQ / Vertical customers 8 Others TBD

Company Profile

A Leading Logistics MNC Company with its Indian Headquarters in Delhi 

Respond To

priyapr@liveconnections.in