Responsibilities:
To perform day to day tasks, being able to demonstrate a thorough understanding of our customers’ expectations and execute them with an appropriate sense of urgency, attitude, commitment and professionalism. You are required to be our customer’s ‘go-to’ person for all their freight forwarding needs. In addition to this, to perform tasks as requested, including, but not exclusive to, assisting in general customer service duties.
Job Purpose:
To provide administrative assistance to the AM Department. To assist the Account Managers in implementing winning account management strategies with focus on designated key accounts for achieving the financial targets, productivity standards, market focus & share objectives, customer satisfaction and loyalty objectives. To assist Account Managers in penetrating and expanding the market share of the designated key accounts.
Key Accountabilities:
- Support the Account Managers in QBR’s (business reviews) and presentations preparations.
- Support the department with RFQ’s.
- Support the department in business development and customer retention.
- To coordinate with the Account Managers in providing administrative assistance to the Department, function as back-up for Account Managers when specific support is needed.
- To perform the coordinating role and focus on specific designated accounts of the company and take ownership.
- To ensure that all customers that you are responsible for have Standard Operating Procedures in place, 'Customer SOP'.
- Timely, accurate and proactive communication with customers.
- To focus on customer service compliance, to coordinate with customer service and operations teams, to comply to the preset account documentation processes and productivity standards.
- To participate in customer service reviews, customer satisfaction surveys and making analysis for the designated accounts.
- Follow up on AR status.
- To assist in Transition & Implementation of account.
- Meeting customers with the Account Managers whenever required.
- To take up additional tasks as required to meet the Department’s needs.