Air & Sea freight Customer Service Operator

SUMMARY:
Our Client is seeking an Air & Sea freight Customer Service Operator to build, manage and maintain relationships with a portfolio of customers, providing excellent levels of service consistently. Provide sales support to the Business Development Managers in the region to meet and exceed financial targets, facilitate the continued growth of the division, and increase customer retention rate.

POSITION INFO:
Our Client is seeking an Air & Sea freight Customer Service Operator to build, manage and maintain relationships with a portfolio of customers, providing excellent levels of service consistently. Provide sales support to the Business Development Managers in the region to meet and exceed financial targets, facilitate the continued growth of the division, and increase customer retention rate.

Location: Cape Town CBD

Requirements:

• MUST HAVE Air & Sea freight forwarding experience
• Customer service experience, nice to have
• MS Office experience
• Ability to work Mon-Fri 11:30am-7:30pm & 10am-6:30pm depending on the time of year
• You will not receive SA public holidays off but WILL receive UK public holidays off
• Experience dealing with in-house quotations.
• Time management and communication skills.
• The ability to prioritise and to pro-actively deal with situations and use initiative.
• Driven to succeed within the workplace.

• Manage the day-to-day operations of your assigned portfolio of customers, ensuring questions or concerns raised by customers are addressed as per the agreed service levels and financial targets set by the Territory Sales Managers.
• To be the first point of contact for all matters related to your assigned portfolio of customers, responding to customer queries in a timely manner.
• Proactively engage with customers to build, manage and maintain relationships to generate income and improve retention, recording results on the CRM.
• Deliver bespoke customer service to your assigned customers, providing quotes tailored to the specific needs of your customers to best service their individual requirements.
• Maintain retention targets of customers in your portfolio and aim to exceed these targets on a regular basis.
• Act as sales support for the Business Development Managers through quote building, quote feedback, CRM entries and the organising of shipments, ensuring key internal and external stakeholders are updated in line with key milestones.
• Take ownership for ensuring credit limits are managed to an appropriate level and payments or debts for your portfolio of customers are recovered promptly.
• Work with key internal stakeholders such as Operations and Business Development Managers (where relevant) to obtain and proactively deliver key status updates for customers within a timely manner to ensure best in class customer service.
• Support the Customer Service Supervisor with the creation of reports and statistics that highlight the level of service provided so that this can be presented in both internal and external review meetings.
• Conduct customer visits when required to review service levels, build relationships and revenue.