Executive - Customer Service

Allcargo Logistics Ltd; Delhi; On-site; INR 300,000 - 540,000; Full time

Job summary

Allcargo Logistics Ltd in Delhi is seeking an Executive Export Customer Service to manage end-to-end customer liaison for shipments from carting to delivery.

You will coordinate planned vessel details, issue SOBs, and provide regular client updates via email or fax while building strong carrier relations. The role requires 2–5 years in logistics and a graduate degree; you will prepare claims and reports to improve service delivery.

Qualifications

• 2–5 years of export customer service experience in logistics.
• Minimum qualification: any graduate.
• Division: NVOCC.

Responsibilities

• Sending planned vessel details to sales to obtain bookings
• Transmitting SOBs to the clients within 24 hours of vessel sailing
• Sending shut out notices, roll over notices etc to clients whenever applicable
• Providing regular updates to clients via E-mail / Fax, regarding any new service / improvement in transit time / Monthly sailing schedules etc
• Sending pre alerts to overseas agents so that arrival notices on time
• Sending notices to clients on cargo discrepancies at carting level by doing initial groundwork for claims related matters like short landing, excess landing and sending unclear notices as per SOP
• Preparing claims report and transmitting weekly / monthly report to the HOD
• Preparing daily carting vessel schedule for clients
• Maintaining sailing schedule ex various Hubs and forwarding the same to sales for ready reference
• Providing regular updates to clients via E-mail, regarding any new service / improvement in transit time / surcharge updates etc
• To ensure that all updates are sent to clients and minimize incoming calls for these details which will reduce the common complaint Compiling and upgrading a customer service manual for ready reference
• Monitoring regularly and transmitting the vital and valid information related to sectors to sales on real time basis so that authentic info is readily available

Skills

MS Excel

Communication

Negotiation

Education

Any Graduate

Job description

• Reporting to: Manager Customer Service
• Required experience range: 2 – 5 years
• Targeted industry: Logistics/supply chain
• Sending planned vessel details to sales to obtainbookings
• Transmitting SOBs to the clients within 24 hours ofvessel sailing
• Sending shut out notices, roll over notices etc toclients whenever applicable
• Providing regular updates to clients via E-mail / Fax,regarding any new service / improvement in transit time / Monthly sailing schedules etc
• Sending pre alerts to overseas agents so that arrivalnotices on time
• Sending notices to clients on cargo discrepancies atcarting level by doing initial groundwork for claims related matters like short landing, excess landing andsendingunclear notices as per SOP
• Preparing claims report and transmitting weekly /monthly report to the HOD
• Preparing daily carting vessel schedule for clients
• Maintaining sailing schedule ex various Hubs and forwarding the same to sales for ready reference
• Providing regular updates to clients via E-mail,regarding any new service / improvement in transit time / surcharge updates etc
• To ensure that all updates are sent to clients and minimize incoming calls for these details which will reduce the common complaint Compiling and upgrading acustomer service manual for ready reference:
• Monitoring regularly and transmitting the vital and valid information relatedto sectors to sales on real time basis so that authentic info is readily available
• Job Title: Executive Export Customer Service
• Reporting to: Manager Customer Service
• Location: Delhi
• Minimum Qualification: Any Graduate
• Required experience range: 2 – 5 years
• Targeted industry: Logistics/supply chain
• Division: NVOCC

Roles & Responsibilities:

• Sending planned vessel details to sales to obtainbookings
• Transmitting SOBs to the clients within 24 hours ofvessel sailing
• Sending shut out notices, roll over notices etc toclients whenever applicable
• Providing regular updates to clients via E-mail / Fax,regarding any new service / improvement in transit time / Monthly sailing schedules etc
• Sending pre alerts to overseas agents so that arrivalnotices on time
• Sending notices to clients on cargo discrepancies atcarting level by doing initial groundwork for claims related matters like short landing, excess landing andsendingunclear notices as per SOP
• Preparing claims report and transmitting weekly /monthly report to the HOD
• Preparing daily carting vessel schedule for clients
• Maintaining sailing schedule ex various Hubs and forwarding the same to sales for ready reference
• Providing regular updates to clients via E-mail,regarding any new service / improvement in transit time / surcharge updates etc
• To ensure that all updates are sent to clients and minimize incoming calls for these details which will reduce the common complaint Compiling and upgrading acustomer service manual for ready reference:
• Monitoring regularly and transmitting the vital and valid information relatedto sectors to sales on real time basis so that authentic info is readily available

Closely monitoring, controlling and transmitting thet/s updates per sector:

• Ensuring that T/S details are received from the hub port within 48 – 72 hoursfrom theVessel sailing Ex Hub
• Ensuring that system is updated and T/S reportsgenerated and faxed to clients within 24 hours of T/S report receipt from Hub port for LCL shipments andCarriers for FCL containers
• Updating not only the confirmed T/S but also thetentative T/S detail received fromthe agent
• Develop dependable relations with key shipping line personnel

Obtaining information about competitors:

• To get information about competitors such as agentaddress and their destination charges as and when required

Regular Client:

• Making daily telesales to the clients to generate cargo
• Sending stuffing plans and VSL planning to the clientsas soon as the cargo is stuffed
• Sending vessel sailing schedule to the clients
• Providing regular updates to clients via E-mail,regarding any new service / improvement in transit time / Monthly sailing schedules etc
• Prompt problem solving and client queries are respondedto within 24 hours
• Maintaining a detailed and updated client profile forrespective Marketing personnel
• Attending to client queries on status of the shipmentright from carting to delivery status
• Obtaining important documents from the clients e.g. Invand Packing list, Certificate of Origin, ACD’s etc
• Sending Quotations to the clients
• Obtaining door delivery rates / on-carriages
• Preparing Haz follow up forms for approvals
• Liaisoning with Operations for special instructionsreceived from clients and ensuringthat the needful is done
• Keeping the clients informed on preliminary damagecondition of the cargo thus preventing claims at a later stage
• Obtaining Daily sales report from the marketing person and ensuring thatfollow up calls are made to clients visited the previous day to ensure that cargo promised during the call actually comes in
• Minimizing the incoming calls of clients by providingdaily information that is requiredsuch as stuffing details, SOB on e-mail or fax
• Sending weekly telecalls report

Non Supporting Clients:

• Collecting the client list of non supporting clients from marketing team
• Identify potential clients who used to supportpreviously and start gaining their business
• Call up and try out their requirements
• Arrange / schedule meetings for Marketing with theclient
• Evaluate reasons for non support
• Implementing innovative ideas in solving the client’srequirements
• Following up every day for the carting and keeping thesame informed to the sales person
• Sending carting vessel / vsl schedules and otherupdates on daily basis to the clients

Following up on fresh leads received:

• Obtain fresh leads from Marketing / phone calls / ads and make effectivetelecalls to develop business
• Make a record of all fresh leads received and makefollow up calls regularly
• Inform clients on the services of Allcargo and followup with the marketing executive to convert these fresh contacts to potential clients

Generating new clients through Tele –Sales:

• Identifying the client requirement
• Collecting relevant information from the clients
• Fixing the appointment of the client with the marketingperson if required and informing marketing team to visit the client
• Obtaining feedback on the sales call
• Constant follow up with the client for the cargo
• Liaisoning with the operations for proper stuffing ofthe cargo as per the client’s advice
• Follow up on shipments with the carriers and agents andsharing status to the clients
• Updating clients on surcharge updates

Attending to Customer Grievances:

• Maintaining an incidence register and recording all customer complaintsreceived
• Acknowledging all complaints received within 24 hrs
• Analyzing route cause of problem
• Discussing corrective actions and resolving issues
• Sending weekly / monthly reports on complaints received

Enhancing services to top supporters by providing themTracking Sheet:

• Daily scanning of carting report & updating the individual clientabout the status
• Timely and accurate information to theclients on status of shipments from carting till delivery of the cargo

Hazardous Cargo:

• Monitoring & obtaining Haz approval from Lines and Overseas offices
• Liaisoning with customers to ensure smooth carting /shipment of Haz goods

Desired Candidate’s Profile:

• Should have good software skills (Ms-Excel)
• Should have good communication skills (Emailcommunication) and positive attitude
• Should have negotiation skills