Customer Service Cum Sales Support

Job Summary:

This role focuses on managing sales enquiries, preparing accurate and timely quotations, maintaining enquiry logs, and supporting conversion efforts. The ideal candidate should have a strong understanding of logistics pricing, excellent coordination skills, and the ability to thrive in a fast-paced environment.

Key Responsibilities

Quotation & Enquiry Management

• Log all received enquiries with proper referencing and attachments.
• Perform regular audits to ensure enquiries are accurately tracked.
• Provide cost quotations within defined timelines:
• FOB enquiries – within 1 hour
• EXW enquiries – within 3 hours
• Ensure quotes reflect current rates, surcharges, and correct routing.
• Deliver a minimum of 20 quotations per day.
• Maintain a minimum weekly conversion rate of 40–50%.
• Use internal tracking tools (e.g., Script 2998) to monitor performance.
• Follow up and close enquiries with feedback within 1–2 days (and no later than 10 days).

Customer Service & Relationship Management

• Act as a link between customers and internal departments to ensure service efficiency.
• Handle customer complaints and queries proactively through to resolution.
• Maintain and grow long-term relationships with existing accounts via calls, emails, and service follow-ups.
• Upsell services and manage both new and existing accounts.
• Provide daily updates to key accounts regarding pending shipments.
• Use E-Freight Suite to track customer transactions and interactions.
• Cross-check and raise invoices within agreed timelines.
• Identify and escalate recurring system issues.
• Assist with special projects and provide backup to the team manager as needed.
• Timely and accurate information distribution to customers.
• Efficient order handling and short-term selling aligned with company guidelines.
• Strong relationship management with internal and external stakeholders.
• Professional complaint and claim handling, including document coordination.
• Advising customers on optimal transportation modes and applying appropriate rate markups.

Education and/or Experience:

• Bachelor’s Degree in Business

• Certifications or Diploma in Customer Service is an advantage

• Minimum 2 years Customer Service experience in Air or Sea products

Language Skills:

• Ability to communicate fluently in English. Knowledge of Arabic and Hindi is an advantage.

• Ability to create routine reports and communicate clearly and informatively.

Computer Skills

• Knowledge of EDP software

• MS Office Suite (Power Point, Excel and Word).

• Ability to understand and use the FRESCON site

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person