Position Summary
The core purpose of this role is to provide consistent, high quality customer service for Premier Plus Customers, who are transactional buyers of standard processes but move very large volumes . The Premier Plus Customer Service associate will be the first point of contact for the designated set of Premier Plus Customers and will be responsible for booking, resolution of service issues and customer queries and as well as follow up on outstandings.
The incumbent will also be responsible for preparing & sending the quotation to the Customer and as well as processing & confirming the Booking request. Since the buying behaviour for these set of Customers is typically focused around transactional processes, however with very large volumes, the incumbent is expected to pay extra attention towards managing customer service issues, holding the primary responsibility for customer retention and for identifying cross sell/up sells opportunities within their customer base.

Required knowledge & Skills
Operational knowledge & Customer Service Experience
o 1-2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
o Working knowledge of FACT, MODS
o Familiarity with Damco Policies and Processes relating to the following is preferred :
？ Customer Service Quality Standards, Quotation Standards and Pricing Policy
？ Processes relating to credit approval process, invoicing / dunning
Communication Skills
o Excellent communication skills and the ability to communicate confidently
Drive for Results
o Passion to drive closures
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork

Key Responsibilities

o Easy to Business with;
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management ;
o Efficient claim handling
? Query Resolution with shippers/ Customers- ensure timely resolution and response to customers.
? Responsible for cross sell/up sell, customer retention.
? Follow up on the Outstanding bookings & query resolution
? Prepares contracts and charge structures in line with the Damco Policy
? Record and report the performance of the designated set of Premier Plus Customers that can help provide recommendations on :
？ Service delivery wins
？ Service failures

Expectations from the Role：

Prepare & Send timely quotation to the Customer
o Validate & create Customer Records in SCV
o Enter basic information for Shipment into the quotation
o Create Customer tariff
o Provide quotation to the Customer
o Receive feedback from Customer on provided Quotation

Receive & Confirm Booking
o Receive booking from Customer
o Perform Credit limit, sanity & feasibility check on booking
o Register booking details, send timely confirmation & inform shipper about issues if any
o Create export booking file by saving booking in Kewill
o Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB

Follow-up & Query Resolution
o Ensure shipping documents are delivered on time
o Dispatch invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers

Customer Relationship Management
o Develop an understanding of the customer’s business & needs
o Identify cross sell/up sell opportunities to aid customer stickiness and retention.
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

Information Management
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data
o Maintain Contract Register & Contractual Records
o Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval
o Create Customer KPI Reports

KPI’s
o Service delivery – quality & response aligned with agreed client SLAs for:
o Quotation response
o Booking confirmation
o Query resolutions
o Daily Customer updates
o Customer Satisfaction Survey Scores
o Customer Retention
o Employee Engagement
o Cross-Sell /Up-selling leads generated