Operation Executive
Ceva Logistics
Total years of experience :8 years, 6 Months
Provides timely and accurate handling of all shipments.
• Ensure that all documents are correct for customs formalities are strictly complied with and
adhered too.
• Responsible for accurate data capture of all shipments on Ceva tracking system, the processing
of invoices and proper supporting are available on file on completion of shipment.
• Ensure that all required documents are in Ceva application
• Timely manages resolutions to customer queries to avoid payment delays by clients
• Timely notifies customers for stopped/detained or delayed containers at destination.
• Manages shipments delivery of shipment quickly to avoid penalties which may impact on
Professional Experience
company profit
• Ensure that all quality standards are maintained
• Assist Business Development Managers in rate request and quotation follow up.
Planning and preparing for Sales calls to both existing and prospect customers.
• Support Marketing Campaigns by following - up on with target customers over the telephone.
• Identifying the potential trade profile of a customer and acting accordingly example Making an
appointment for the Field Sales Executive, if required, where the customer is of a medium or
large size.
• Consistently presents the full range of products, services and technologies to every customer.
• Review the territory Sales Performance with the Account Manager partner and prepares
information as necessary for sales meetings and reviews.
• Forming professional and appropriate relationships with decision makers in identified
organizations,
• Ensuring all customer are contacted on a regular basis by following the agreed contact strategy
• Ensuring all the customers with in the territory are charged the correct rates and price
increases are managed as required
• Providing quotation and following up with the customers.
Team Leading
• Monitor call-display boards and notify Team Leader if there are accessibility issues requiring
action.
• Ensuring booking exceptions are being handled in a timely and effective manner.
• To back-up the Team Leader in the event of absence. In order to ensure continuity of daily
team operations.
• Ensuring staff schedules are followed.
• Identify and report any potential customer loss to the Sales department-
• Communicate daily service issues to the team by proactively exchanging information
relating to PUD, Operations and Sales.
• Effectively disseminate information as required.
• Provide a full debrief upon the return of the Team Leader.
Staff Mentoring
To mentor staff during their induction and to be a central point of knowledge in the team in
order to guarantee knowledge, process and customer handling consistency and accuracy at all
times.
• Assist new staff in the application of newly learned knowledge and skills.
• Act as point of contact for staff with general questions.
• Provide feedback and guidance to staff following escalated calls.
Escalation Handling
To function as an escalation point of contact for the team in order to guarantee case resolution
and to maintain and exceed customer satisfaction.
• Act as a point of escalation for dissatisfied customers and Customer Service Representatives
handling difficult cases.
• Comply with internal communication and escalation policies.
• Provide feedback to Team Leaders on escalation trends that may imply an employee-
coaching requirement
TNT SAB Express - Support Line Agent and dedicated
2013
Key Accountabilities & Activities
To proactively check for any potential or actual shipment failures, both import and export, and
contact the customer to advise and agree a resolution that will achieve customer satisfaction,
and maintain and enhance their loyalty to
Handling all the inquiries coming from various internal customers and assisting by solving
them in doing so. Also forwarding the inquiry to the responsible department for quick
Action.
• To identify and act on selling opportunities to increase revenue, whilst providing suitable
solutions to customers' requirements
• Communicate accurate and complete shipments statuses from the track and trace
system.
• Proactively ensure that customers are aware of necessary paperwork and any special
instructions.
• Communicate accurate and complete shipments statuses from the track and trace
system.
• Conversion of price and transit time enquiries into bookings.
• Actively sell premium products to customers.
• Pass unconverted price enquiries to sales via leads with accurate information
• Assisting the clients in solving their inquiries and issues in the least possible time, being
friendly and listening to the clients attentively.
Intermediate from