Purpose of the position

Overall responsibility for Customer Service dept.

Strive to continually improve and build the customer service dept and ensure company’s service standards and policies are fully implemented at all times. Ensure minimal customer complaints and claims.

Maintain positive team spirit and working environment.

Ensure proper follow-up of shipments on regular basis by the team.

Sending pre-alert documents to customers / CHA as described in SOP (Import & Export Air & Ocean)

Ensure Post sales activities are carried out in a professional manner with the objective of retaining and further developing customer base.

Key Tasks

Ensure smooth air freight & sea freight activities with high performance and high productivity across the region.

Responsible for customer service activities for all products in the dept.

Maintain Freight Rates (Air/Sea, Import/Export) for ready reference. Update them on monthly basis.

Ensure timely feedback on all customer related queries or overseas queries within the agreed time frame.

Ensure that the customer service follows SOP based on the quotations submitted by sales team and circulate it to all concern for the follow-up.

Be a guide / mentor to the Customer Service team in resolving all issues with overseas/customers

Generate a set of own customers thru deep sell process and encourage the team to do the same.

Vital link between Operations, sales and customers thereby ensuring that services offered are of superior levels.

Ensure smooth communication process and resolution of disputes with local customers across respective region and overseas partners.

Strive to continually improve and build on the customer Service division and its performance.

Sales oriented.

Operations Knowledge and CHA handling

Visiting customers along with Sales, Operations and KAM regularly to review the stock of business, performance Analyses, Payment and to discuss any other issues.

Conducting review meeting with Sales, operations and KAM on daily basis to plan, organize and execute the activities and review previous weeks jobs.

Pharma QMS- Any deviations from the procedures to be logged, escalated to healthcare specialist, NCRs complied with, Corrective actions implemented and maintain all relevant records at a shipment level. To also ensure Business partners are selected only from approved list and checked for Tier 2 compliance.

Discuss with product Managers and Sales Managers on operation and Sales related activities.

Skills & Competencies

Skills/Knowledge/Competencies

Should be Self Starter.

Problem Solving Skills.

Able to find out solutions and/or approach manager with different solutions to resolve the problem without any liability to company.

Educational background / Work experience

1 – 2 years’ experience in forwarding industry with at least 1 year experience in customer service and well versed with industry knowledge.

Graduate.

Added qualification will be preferred

Language Skills

Fluent in English

German is a plus

Computer Literacy

MS Office skills and good knowledge regarding IT systems