Customer Service Executive Sr Executive

Roles Responsibilities To deliver a quality commercial distribution channel between the customer and FSL by distributing products and services that encourage the success of our customer To focus on the customer and answer enquires efficiently and within the stated guidelines Proactively dealing with customer complaints and queries ensuring assistance through to resolution To use EFreight Suite to keep track of all customer transactions and interactions Upselling and handling new accounts as well as existing accounts Maintain grow and build long term relationships with customers in the current account portfolio via phone calls emails and job quality follow up To act as the link between the customer and various departments to ensure efficient levels of service Cross check and raise invoices as per company objectives and within the agreed delivery deadlines Identifying and escalating consistent or recurring problems with the systems functionality Assisting management with any assigned special projects and providing backup to the team manager when required Additional duties as assigned Desired Candidate Profile Information Distribution Actively communicate with potential customers and provide them with the information requested As a representative of FSL maintain customer communication on a daily basis Ensure that the customer database is up to date Order Taking ShortTerm Selling Accept orders for defined products if they are in line with the agreed procedures and guidelines Execute administration related to the order based on agreed procedures and guidelines Keep in touch with existing customers on a regular basis and generate new business Relationship Management Maintain strong relationships with the customer or specified customer group in order to safeguard optimal contribution to the commercial results Nurture a strong professional relationship with internal and external customers as well as colleagues Complaint and Claim Handling Deal with customer complaints in a professional manner and develop tailor made solutions to best assist the customer Assist claim handlers to obtain claim related documents and information from customers Key Accounts Management Handling key accounts and ensure all requirements are fulfilled Provide daily updates to the customer with regards to their pending shipments