Job Summary

To maintain a customer base with the aim of winning business as well as maintain good relationships with existing clients linked to strategic financial targets and business objectives.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

REPORTS TO: Regional Manager East Africa


GENERAL RESPONSIBILITIES

Maintain and grow current customer base in terms of : 

  1. Telephonic and personal correspondence
  2. Account queries
  3. Client knowledge in terms of structures and  importers
  4. Service Level Agreements 
  5. International & local Customs regulations
  6. Incoterms
  7. Client relations i.e birthdays and special occasions
  8. Establish creative ways of making contact with the customer base telephonically- including follow up, email, Skype
  9. Follow KPI call volumes as set by management
  10. Establish and develop possible growth areas – cross selling
  11. Grow and promote (as well as other products) LF and LFL products and warehousing
  12. Update and maintain their Salesforce calls reports and monthly reports
  13. Develop and maintain strong relationships within their allocated customer base

Training:

  1. Presentation of export workshops
  2. Individualised client training
  3. Axis training on continual basis

Market research:

  1. Constant market share analysis to maintain growth
  2. Adjustment and adaptability of service accordingly
  3. Industry specific research  
  4. Competitor research / analysis 

New Business Development:

  1. Identify new business and upselling within current customer base
  2. Trade lane follow up
  3. Constant identification of new clients with logistics solutions
  4. Competitor analysis in terms of service offerings different to our model and development of the business according to this

Up-selling:

  1. In line with financial targets to increase GM on existing business

Relationship Building:

  1. Constant, continuous and monitored client interactions to build loyalty and stronger relationships with both new and existing clients
  2. Identification of threats within current customer base

Reports / presentations:

  1. Monthly reporting 
  2. Quarterly presentations

Quotations and Financials:

  1. Understanding and identification of quotations identifying GM
  2. Constant investigation and analysis of monthly targets and providing feedback in this regard

Salesforce / Calendar / Weekly Planner:

  1. Updating and ensuring all relevant portals are updated with relevant and current information


ADDITIONAL RESPONSIBILITIES

  • May be required to undertake additional duties as the needs of the business dictate


TECHNICAL SKILLS

  • Freight Forwarding 
  • Telephone Sales Experience


PERSONAL SKILLS

  • Customer Service and relations


LANGUAGE SKILLS

  • English
  • Kiswahili


COMPUTER SKILLS

  • Microsoft  Packages
  • FLOW
  • Sales Force
  • Axis


EDUCATION/QUALIFICATIONS

  • Tertiary Level Qualification


PROFESSIONAL EXPERIENCE / SKILLS

  • 3-5  years telephone customer services experience

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