Officer Inhouse Sales and Customer Service SIN

CARGOLUX AIRLINES INTERNATIONAL S.A.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading air cargo company in Singapore is seeking an experienced customer service and sales professional. The ideal candidate should have at least 5-7 years of related experience and fluency in English. Responsibilities include managing customer inquiries and coordinating with various departments to enhance service delivery. This full-time position requires flexibility with working hours, including weekends as needed.

Qualifications

• 5-7 years of sales/customer service experience.
• Experience in air cargo/freight forwarding is a plus.
• Fluency in English is essential.

Responsibilities

• Answer customer sales queries and manage bookings.
• Coordinate with other departments to enhance service.
• Contact potential customers for short-noticed space availability.

Skills

Customer relationship management

Sales negotiation

Problem-solving

Team collaboration

Education

Professional Certificate/NiTEC or higher

Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

Overview

Ensure the timely answering of customer sales queries, their bookings and follow up:

• By prioritizing the incoming quotes as per set guidelines
• By following the set guidelines in terms of price offering in order to win the quote
• By swiftly responding to customers ad hoc(spot) requests utilizing the Cargolux’s tools (LEAP)
• By offering multiple options on a quote, so that the customers always find a suitable one (price, time)
• By coordinating special cargo with the relevant stakeholders (RM, Global Logistics, …)
• By promoting Cargolux’s value added services
• By re-directing customers to Cargolux’s digital sales channels to increase the awareness and utilization of such channels
• By assisting customers to confirm the bookings via the digital channels upon potential failure of booking
• By requoting the customers if certain parameters of the initial quotation have changed
• By updating all sectors of a booking pre-flight
• By ensuring the booking is correctly performed, including the applicable Rates, SCC’s, Additional Charges etc.
• By ensuring that bookings, subject to compliance checks are processed prior to departure
• By pro-actively following up on pending offers

Cross divisional collaboration

• By building bridges with other departments to improve communication
• By holding regular meetings with Sales Management to share ideas, strategies, and customer behaviours
• By keeping close liaison with accounting to ensure proper invoicing and addressment of potential challenges
• By being a contact person for all questions regarding freight transport
• By liaising regularly with the Route Management Team concerning short-term pro-active sales, weaknesses and strengths in Cargolux’s network and providing feedback on market dynamics and requirements

Ensure Customer Service and Sales Activities

• By pro-actively contacting potential customers in case of short-noticed space availability
• By redirect received market information to the Sales Management
• By taking care of CVProduct & CVPricing requests in coordination with the relevant responsible team
• By coordination of CVProduct & CVPricing bookings with the appropriate internal departments according the agreed processes and in communication with the customer.
• By monitoring his/her and the teams work based on available/provided data and dashboards.
• By pro-actively starting 1st level escalations
• Planning and executing customer visits, if required and in coordination with Sales Management

Essential Requirements For The Position:

• Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma
• At least 5-7 years of sales/customer service experience
• Knowledge and experience in air cargo/freight forwarding considered a plus
• Able to handle difficult customers in professional manner
• Fluency in written and spoken English
• Proficiency in MS Office (Word, Excel, PowerPoint and Outlook).
• Have team spirit and commercial drive.
• Be proactive and energetic.
• Good communication and interpersonal skills are essential.
• Wiling to work under pressure in a fast-paced.

Working Conditions:

• It is a full-time position based in Singapore.
• Vacation and other absences should be planned in a way so as to avoid conflicting with service and business requirements.
• Flexible working hours are required including weekends if needed.