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

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

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

Expected next roles

Key Account Manager