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Customer Service Representative- Export at Intel HRC

Akwajobs   (Douala, Littoral Cameroon)

Posted : 19 November, 2021
Category : Customer Service    Location : Douala, Littoral Cameroon
Job type : Full Time

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 Customers
  • Acts as key contact for allocated customers and new customers
  • Plans 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 freight
  • Accepts and processes orders for handover to Operations
  • Stays informed on shipment and exception status for allocated customers
  • Proactively informs customer on shipment status and exceptions
  • Acts as first contact point for customer claims for notification and reception of claims and respective document collection
  • Gathers customer and market information to update Customer Service and Operations on current conditions

Reports to

Head of Department, Export

Accountabilities

 

Key activities

Customer

business roles: External

functional roles: Internal

  • Develops relationship with allocated customers
  • Seeks and prospects for new customer targets to win new business
  • Builds rapport and trust with customers by being informed about customer’s business and the market
  • Assesses the type and size of customer needs
  • Recommends solutions based on customer needs by using industry knowledge
  • Closes business connecting a customer need with a desired solution and the value it may create for the customer
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
  • Provides spot quotations and closes contract
  • Performs 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 needs
  • Collects 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

 

  Stakeholder

functional roles: Internal

 

  • Collaborates closely with Operations and other departments for smooth handling of shipments and continuous updates
  • Escalates 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 industry
  • High degree of self-confidence, initiative, and commitment
  • PC literate, excellent organizational, communication incl. telephone and writing skills
  • Excellent 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

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