Description de l'offre
Customer Service Representative- Export
Douala,Littoral | Full TimeApply Now
Organizational Background Information
| Role title | Customer Service Representative, Export |
| Business Unit | Export department |
Overall Role Purpose | Wins, retains, and develops Strategic Customers and medium-sized CustomersActs as key contact for allocated customers and new customersPlans and manages accounts and coordinates with operations on account planning, customer enquiries, business reviews, etc.Book shipments with shipping lines and provide spot rates for ocean freightAccepts and processes orders for handover to OperationsStays informed on shipment and exception status for allocated customersProactively informs customer on shipment status and exceptionsActs as first contact point for customer claims for notification and reception of claims and respective document collectionGathers customer and market information to update Customer Service and Operations on current conditions |
| Reports to | Head of Department, Export |
Accountabilities
| Key activities | |
| Customerbusiness roles: Externalfunctional roles: Internal | Develops relationship with allocated customersSeeks and prospects for new customer targets to win new businessBuilds rapport and trust with customers by being informed about customer’s business and the marketAssesses the type and size of customer needsRecommends solutions based on customer needs by using industry knowledgeCloses business connecting a customer need with a desired solution and the value it may create for the customerProactively informs customer on shipment status, exceptions and provides intermediate updates on incident solutionProvides spot quotations and closes contractPerforms up- and cross-selling for existing customers.Supports customer retention by conducting joints visits with operations, finance and organizing workshops inviting customers to share information on updated regulations, products, etc.Uses networks within the various Sales channels within the market to collaborate on customers, marketing strategies and offers a full supply chain of services to service customer needsCollects relevant customer information for the RFI/RFP/RFQ and prepares documents for customer implementation to ensure proper operational handover and implementation to meet customer expectations (SLA’s & SOP’s)Transfers specific customers with high-value potential to Key Account Sales and opportunities with lower value to internal Sales |
| Stakeholderfunctional roles: Internal | Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updatesEscalates issues if required |
Skills & Qualifications
Key capabilities / Competencies | Deep knowledge of freight forwarding and logistics within CEMAC (AFR/OFR)Good communication and presentation skills, ideally selling experience within freight forwarding & logistics industryHigh degree of self-confidence, initiative, and commitmentPC literate, excellent organizational, communication incl. telephone and writing skillsExcellent verbal and communication skills (written/spoken) in French & English. |
| Expected years of experience(Minimum) | 2 years |
Career / Role development
| Expected next roles | Key Account Manager |
Be First to Comment