Manager - Air Freight CRM

Summary
The Customer Relations Manager (CRM) profile would be responsible for maintaining essential relations with the company's current customers and providing value addition. The essential job duties include relationship management, sales organization engagement, new business integration, business/technical support, account profitability support, and high-level issue resolution whilst ensuring timely delivery and smooth interaction between the different parties involved: the operations team, procurement team, customer and buyer.

The candidate should be fluent in English and should be currently employed in the same or a similar field.

Duties and Responsibilities:
• Coordinate with airlines, customs agents, and internal teams to guarantee accurate and
efficient handling of air freight.
• Regularly collaborate with team members to support assigned customers
• Develop and implement a regular communication strategy to connect with existing customers
at the corporate and/or local level.
• Coordinate with Sales Representatives to ensure a seamless onboarding experience
• Ensure customer service quality, efficiency, and accuracy with all transactions; resolve
customer complaints in a friendly and tactful manner; research and resolve complex
customer issues.
• Analyze profit and loss by customer and site to prevent recurring issues or missed
opportunity
• Have in-depth knowledge of the Geographical diversification of Airlines, and the cargo
market.
• Ensure all account information is set up correctly for tax and billing purposes
• Coordinate and act as a bridge between the client and the carrier.
• Identify upselling and cross-selling opportunities within existing accounts to drive revenue
growth.
• Prepare and present tailored proposals and quotations for specific client requirements,
ensuring competitive pricing and adherence to profit margins. • Maintaining CSRs and reports on a regular basis.

Job Requirements:
• Minimum 3-5 years of experience in air freight operations or client relationship management
within the freight forwarding industry.
• Must be fluent in local language and should have local connections.
• Ability to identify customer pain points using Qualitative and quantitative data.
• Excellent management and communications skills.