Customer Service Executive - Import & Export - Abu Dhabi

1.Customer Service- Export & Import

  • Receive inquiries from regular customers, overseas agents or Sales for air, sea and land freight and ensure proactive and prompt resolution of service.
  • Understand customer’s business needs, shipment patterns, cargo particulars, and frequency of shipments, volumes, trade lanes, etc.
  • Procure rates (min 2 -3 or more as the situation demands) from origin agents, local carriers/liners and consolidators regularly, ensuring rates negotiated are cost-effective and generate maximum profitability.
  • Agent list of overseas agents to be updated on a weekly or fortnightly basis in the master file.
  • Call BD Team when the rates are compiled to ascertain the markup and quote customers within 1 hour/s for any airfreight inquiries in weekdays from Sunday to Friday. Respond to RFQs/inquiries from Customers/Sales.
  • Follow up on quotes and secure booking. Negotiate further where required. In case quotes don’t get accepted, resulting in loss of business, revert to BD Team on the same.
  • Liaise with customers/Sales team to coordinate shipments, obtain missing information necessary to execute shipments and provide shipping updates from time to time.
  • Ensure that all shipments are undertaken to meet, as a minimum, or exceed the customer’s expectations in terms of the standards provided, cost agreed and specified time frames service and that all shipments are handled in line with company procedures and policies.
  • Negotiate, drive rate reductions, and procure the most competitive prices for inquiries received by effectively liaising with shipping lines, overseas agents, LCL consolidators and carriers. If inquiries come for quotes including insurance, the invoice is to be sent to the insurance company to seek the rates.
  • For certain inquiries on a FOB basis, for FCL or LCL the agents in Qatar will also have to be sent an email locally to seek the rates. Regular follow-up with BD Team over the phone for review on quotes submitted and action the same appropriately, to improve IMA’s commercial offer to the customers.
  • Act as a single point of contact for all new customers’ enquiries from overseas countries in liaison with the BD Team
  • Respond to incoming queries, liaises with relevant departments based in IMA, Doha, Qatar office and ensure the resolution of service.
  • Calculate and submit freight quotations/proposals in liaison with the BD Team.
  • Follow up on quotes and secure booking. If business is lost revert with reasons.
  • Other duties as assigned by the Company.
  • Respond to RFQs from Customers/Sales/Agent, follow up on quotes and secure booking. Negotiate further where required. In case quotes don’t get accepted, resulting in loss of business, revert to agents on outcome.
  • In terms of land freight, liaise with our transport team at Mussafah office and provide necessary update to customers.
  • For air export shipments obtain rates from airline, prepare airway bill and liaise with operations team to execute the shipment accordingly.
  • Complete Invoicing on a daily basis/weekly basis once received completed files from the operations division.
  • Liaise with customers/Sales team to coordinate shipments, obtain missing information necessary to execute shipment and provide shipping updates from time to time.
  • Ensure that all shipments are undertaken to meet, as a minimum, or exceed the customer’s expectations in terms of the standard of provided, cost agreed and specified time frames service and that all shipments are handled in line with company procedures and policies

2.Job Management:

  • Create an inquiry in the E-freight system and send the quote to the customer within 2-3 hours for any inquiry coming in from Monday to Friday of the week.
  • Job planning, interdepartmental collaboration and coordination to ensure high delivery
  • Ensure rates negotiated with carriers/liners are promptly validated in the Counter.
  • On booking confirmation, secure the necessary FCL/LCL bookings with liners/consolidators for sea export shipments, check sailing schedules, apply for container releases with carriers; booking must be created in the E-freight system and email communication started with the overseas agent stating the booking number, then proceed with nominations.
  • Original documentation as required for customs clearance purposes, the same to be communicated to overseas agents in advance
  • For import shipments, send routing order instructions, coordinate pre-alerts/BL/AWB drafts, finalize documents, prepare arrival notices, exchange letters, etc.
  • On shipment arrival, hand over file to the Operations team for prompt handling, clearance and delivery
  • Maintain contact with customers/agents throughout the process on the status of shipment movement until it reaches the final destination.
  • The costs received from the agent must be cross-verified with the debit note received too.
  • Profit share if required to be provided to the overseas agent in liaison with office personnel.
  • Monitor the shipments and inform our customs clearance personnel to take over the same.
  • Work closely with Finance to resolve invoicing and other financial issues related to the accounts.

3. Customer Relationship Management

  • Communicate, develop and maintain customer and carrier relationships ensuring customer satisfaction through proactive initiatives.
  • Maintain customer profiles including contacts, special requirements, rates, fees, preferred routing/services, etc.
  • Build long-term relationships with account portfolio via phone calls, emails, and job quality follow-up.
  • Ensure that all customers’ queries are well-investigated and resolved, and escalate queries if appropriate to the General Manager.
  • Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients
  • Perform various customer service activities, including upselling and handling new & existing accounts.
  • Keep customers and colleagues abreast of market trends, updates on services, etc.
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