TASK RESPONSIBILITIES:
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 escalationsl
- 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:
with service and business requirements.
- Flexible working hours are required including weekends if needed.