Job Summary:
Leading and managing the Inside Sales team to drive business growth through customers acquisition, upselling, and retention, and to enhance high customers satisfaction.
Duties & Responsibilities:
Specific duties including, but not restricted to :
- Develop and implement inside sales strategies to achieve business growth targets and business objectives
- Identify and target potential customers to expand the customer base
- Collaborate with sales & marketing to generate leads and implement lead qualification processes
- Identify opportunities for upselling and cross-selling additional services to existing customers
- Develop and execute strategies to nurture and maintain strong relationships with customers
- Build, manage and enhance customer relationships to drive customer satisfaction, retention, and business growth
- Cultivate top customer service, by exceeding our customers’ expectations
- Oversee the handling of complex customer inquiries and issues, ensuring timely and effective resolutions
- Monitor and coach subordinates for complaints handling with solution/ alternatives provided
- Identify and deal with major complaints and work with internal departments for remedial action & long term improvement
- Collaborate with various internal departments to ensure efficient operations and problem resolution.
- Coordinate with the operations team to guarantee timely and accurate service delivery
- Set up guidelines and handling processes to reduce dispute and complaints
- Give support and consultative advice to frontline managers for customer matters
- Manage the team and provide guidance and support
- Set goals and performance targets for the team and ensure they are achieved
- Analyze customer feedback and implement improvements based on this feedback
- Answer all customer/overseas e-mails/faxes overnight(same day reply), with professional reply
- Communicate with overseas offices, agents concerning sales and new orders
- Work closely with the other department and provide full support on customers’ issue
- Stay up-to-date on industry related issues and rate levels
- Aware/follow of credit control procedures
- Follow the superior's instructions and implement policies
- Report any special occasions to a superior on time
- Any other duties as assigned from time to time
Skills & Educational Requirements:
- Diploma or Bachelor’s Degree in logistics management or related disciplines
- Minimum 3 years working experience in logistics/freight forwarder industry
- Experienced on customer services & satisfaction, loyalty & retention and customer data management
- Customer driven mind-set, good telephone manner with proficient communication skills
- Pleasant, creative, positive mindset and tactful problem-solving skill
- Able to communicate effectively in English & Mandarin, both verbally and in written
- Knowledge of personal computers, including Microsoft Word and Excel software
Inter relationships:
Highly interactive with customers and internal staff
Working conditions:
Flexible hours required occasionally