Executive/Sr. Executive - Customer Service

Hiring for the role of Executive/Sr. Executive - Customer Service - Pricing and Operations

Job Responsibilities:

1. Customer Support:
   
• Answering customer queries via phone, email, and live chat.
• Providing timely and accurate responses to customer inquiries related to air/sea freight.
2. Pricing & Strategy:
   
• Develop and implement air and sea export pricing strategies.
• Prepare and present pricing proposals to clients.
• Provide accurate quotes, clarify pricing structures, and handle issues regarding charges, ensuring the final cost aligns with agreed-upon rates.
3. Compliance & Regulations:
   
• Ensure compliance with IATA standards and regulations.
• Stay updated with changes in local and international regulations governing dangerous goods and ensure internal processes reflect these changes.
• Deep understanding of IATA regulations and air freight industry standards.
4. Documentation & Coordination:
   
• Preparation of draft Airway Bills and obtain approvals from customers.
• Coordination with overseas agents for door deliveries.
• Coordination of all air export freight activities, including booking, documentation, data entry, shipment tracking, bill processing, and arranging deliveries.
• Pre-shipment and post-shipment documentation handling.
• Check payable invoices before sending them to the accounts department.
5. Communication & Collaboration:
   
• Smooth communication with airlines, GSAs (General Sales Agents), and other stakeholders for shipment escalations or deviations.
• Collaborate with internal teams to align information and documentation, ensuring seamless coordination.
6. Customer Experience & Feedback:
   
• Gather customer feedback and suggest ways to improve their experience with the service.
• Ensure customer satisfaction by addressing any concerns or issues promptly.
7. Billing & Record-Keeping:
   
• Issue bills and invoices to clients and agents for documentation services.
• Maintain proper records of all transactions, ensuring accurate and up-to-date billing information.
8. Air Carrier Knowledge:
   
• Stay informed about air carriers and their schedules.
• Coordinate with airlines to ensure timely and efficient shipments.

Required Skills & Qualifications:

• In-depth knowledge of air freight operations and IATA regulations.
• Excellent written and oral communication skills.
• Ability to prepare and present pricing proposals.
• Strong organizational skills to handle documentation and billing efficiently.
• Proven experience in customer service and managing client relationships.
• Knowledge of dangerous goods regulations and ensuring compliance with them.
• Ability to handle shipment tracking, invoicing, and coordination with international agents