Tele Sales Representative – Inside Sales
United Arab Shipping Company
مجموع سنوات الخبرة :18 years, 0 أشهر
• Increase share of wallet with the existing telesales customers and generate new business on named account basis
• Organise telephone sales activities with existing accounts
• Coordinate sales activities with the appropriate overseas import sales team maximizing information exchanges, best practice sharing, sourcing of additional leads and leveraging of cross trade business opportunities
• Ensure that related bookings are processed, cargo is tracked and traced, cargo reports are produced instructing terminals on the loading of containers, and reports are generated as required and in accordance to UASC standards and defined procedures
• Carry-out the delivery of pricing quotes in response to customer queries as well as production of manifests, bills of lading, and other documents required for the export of cargo which are error free, and in accordance with required timescales, UASC standards and defined procedures
• Contribute in the improvement of sales productivity and in the optimization and maximization of the freight earnings and the volume
• Ensure that all security/customs requirements are fulfilled and that all export cargo can be loaded/discharged in accordance with the manifest
• Ensure all export documentation activities adhere to legal and market requirements
• Take ownership of all customer complaints relating to export customer services, investigate and resolve such complaints, and follow up with customer to ensure satisfaction with the outcome in cooperation with the Agency Sales Team Leader - Telesales
• Guarantee usage of available systems and tools, including especially 360
• Carry out all necessary duties to ensure target results set by the Commercial Manager and sales team are met, sourcing new leads and ensuring fulfilment of customers' requirements to guarantee customer satisfaction
• Act as an integrated unit in procuring business from customers, and in providing excellent customer service and support along with the rest of the export sales team
• Provide input, as required, and as part of periodical reports or team alignment meetings for the sales strategy, reporting activities and performance of the export sales organization
• Produce and issue reports with regard to miscellaneous issues that may arise with a particular booking (terminal storage, gate charges, rolling fees and custom charges, etc)
• Conduct relevant market intelligence and build up market knowledge to utilize in sales activities
• Inspect, or appoint surveyors, if required, for the inspection of damaged incoming cargo or containers
• Investigate cargo mishandling causes, and inform relevant parties of the sources of mishandling (e.g. 3rd party) and ensure adequate actions are taken
• Negotiate with claimants for the settlement of claims while ensuring UASC's interests are safeguarded to the greatest extent possible
• Initiate, handle and follow-up actively on tracing actions for any missing cargo, while notifying the concerned parties within the agency and Cluster, as needed and in compliance with UASC policies and procedures
• Handle all issues relating to un-cleared cargo that has passed expiry date, ensuring clearance is obtained as quickly as possible and minimizing damage to UASC's business and reputation
• Inspect excess cargo, and resolve matters in accordance with UASC policies and procedures, while informing all involved parties in a timely manner
• Document and report all claims according to UASC guidelines in a timely and precise manner
• Ensure all documents relating to specific claims are available and in order.
• Follow claims through to ensure settlements to UASC are closed in a timely manner
• Initiate small repairs to containers with minor damages so that delivery to consignees can be done with minimal delays, obtaining necessary approvals when required
• Investigate costs for re-lashing/re-stowing and obtain authorizations from the liable parties
• Ensure compliance with all legal and regulatory requirements depending on the location and context of the position
• Manage relationships with key stakeholders for the facilitation of all tasks relating to claims handling, ensuring UASC's interests are preserved
Accurate, efficient and timely Documentation (Export & Import)
• Ensure export load lists, B/L’s, Manifest and Manifest Correction Notes (MCN) are prepared, related charges are invoiced and required system updates are carried out.
• Ensure import discharge plans are timely prepared, manifest verification and correction process are promptly carried out and related charges are invoiced.
• Approve MCN for import shipments
• Ensure all required communication, reports, documents are sent to external and internal parties timely
Supervision of Documentation team
• Delegate tasks and responsibilities as required and communicate team objectives and targets to the team
• Monitor and support the performance and development of the team members through conducting regular reviews, meetings and feedback
• Perform training needs analysis and performance assessments of the team Monitor staff overtime and ensure it is in line with the guidelines
Customer support and reporting
• Ensure proper implementation of new procedures, policies, tariffs, etc.
• Handle all escalated queries from customers, trade offices, agents, other departments etc.
• Attend meeting with ports, customs, delegates of trade offices and VIP customers etc.
• Review the reports prepared by the documentation team
Handling special cases (whenever required)
• Deal with ‘FCL to LCL’ requests as per company regulation and ensure it is charged
• Coordinate with IT /TRUST team for any system related issues
• Deal with Change of Destination (COD) requests- follow up with MER/concerned agents and make sure the charges are added and supplementary manifests are filed
• Deal with vessel call omission situations through needful process/data changes and communication
• Deal with ‘Split DO’ request - ensure supplementary manifests are filed
• Ensure inland movement of containers to be arranged by operations department if any and ensure related charges are manifested
• Coordinating with Operations to arrange trucking, as per customer request and ensure related charges are invoiced
• Identify IMCO (dangerous) cargo for LCL containers and coordinate with operations team to move them to Container Freight Station (CFS) at port and send alerts to all concerned.
• Provide the list of non-IMCO LCL containers to be unstuffed at private CFS along with cargo manifest( prior to the vessel arrival)
Other activities
• Monitor vessel arrivals through portal system and plan the required activities.
• Prepare, monitor and analyze reports related to import and export volume and freight rates on weekly/monthly basis
• Maintain and update inland haulage rates ex-UAE ports and circulate the same to all concerned teams (internal and external)
• Attend to customer queries relating to B/L, Delivery Order (D/O), load conformation, tracking, vessel schedule, space, equipment, invoices, etc. ensuring highest level of service quality
• Assist the customer with free time requests, COV/COD requests, etc. and any related cost
• Update customers on introduction of new/changes in services, rate/ surcharges, rate/surcharge revisions, etc
• Notify and coordinate with the customers for delays or issues (shut-outs, status changes, service changes, etc.) regarding consignment
Report preparation
• Prepare forecast (weekly), Container Booking Forecast and MER report (Vessel-wise) report
Export Booking and Follow up
• Gather accurate customer requirements (sector, quantity, type, etc.) and offer quotes to the customers
• Register the export booking entering the cargo and customer information in the system
• Release the container order (CRO) to the shipper and ensure to fulfil requirements towards special equipment releases (Pre-trip Inspection (PTI), surveys, etc.)
• Coordinate with trade office (DG/HAZ Desk) for approvals for special cargo/equipment wherever required
• Collect and file all shipment related documents such as letter of indemnity, credit, cargo acceptance certificates, documents related to special cargo/equipment, etc.
• Ensure Bill of Lading (B/L) information is received by documentation team from customer and follow up with customer for obtaining the same.
• Follow up on shipment and document delay, incorrect Shipping Instruction(SI), and contract clarifications from customers
• Handle cancellations or changes related to confirmed bookings and communicate the changes with all related departments/sections
• Communicate with destination port agencies as required
Other Activities
• Maintain rate history / facilities history and existing facilities provided for each account
• Prepare Corporate Monthly Management Report (MAMAR), with the assistance of H.O.T
• Send weekly reports to the Commercial Department Dubai
• Prepare Container Statistics Reports monthly
• Handle Capacity Management forecast, extract the data from the bookings and update on daily basis
• Coordinate with Trade Office (Commercial Department) for price negotiations or special rate requests
• Setting up warehouse starting from warehouse name, creating customer details, customer contract, put away zone, allocating location as per item wise, creating sku code from the sku master, creating advance shipment note (ASN) base on the actual receive counts, creating shipment order as per customer requirements, billed customer base on the activity report on a monthly basis using warehouse management systems (e-wms) like sorting charges, picking charges per pallet, cartons or pieces wise, re palletizing charges, transportation charges, overtime charges and transportation charges, generating monthly invoices.
• Planning day-to-day warehouse operations base on the customer requirements.
• Maintaining inbound and outbound KPI report on a weekly, monthly and yearly basis.
• Preparing internal and external charges on monthly basis.
• Analyzing warehouse KPI report on how to reduce warehouse cost and to increase warehouse revenue.
• Preparing yearly budget report to submit to the management.
• Monitoring inventory stocks physically vs. systems stocks to prevent any cargo discrepancy.
• Preparing and sending monthly stocks report to the customer together with monthly billing statements.
• Maintaining everyday meeting of warehouse staff for the preparations of the next day activity to achieve a better and smooth operations.
• Dealing with possible new customer regarding all the warehouse charges and tariff in a professional manner.
• Receiving ship spares requisition as per vessel requirement and prepare send to ships.
• Developing and implementing efficient logistics functions in the operations of the warehouse
• Assessing the daily activities involved in the operations and carry out corrective measures to enhance the performance and increase the productivity yielding better results.
• Monitoring and controlling the operational expenses by proper planning and utilization of resources.
• Maintaining warehouse inventory, posting invoices using Exceed (SSA WMS).
• Ensuring the operational activities procedures for safety at the warehouse.
• Responsible for providing internal training and enhancing the skills of warehouse staff for better outputs.
• To have healthy coordination with all departments ensuring correct and Speedy operational activities are carried out.
• Handling Key clients and providing activity reports on the Imports and Exports.
• Handling all types of non-hazardous materials such as Electronics, Tires, Drill pipes, Raw materials and Finished Products (Lipton Factory).
• Fully conversant with the documentation involved in Imports, Exports, Clearing of cargo.
• Responsible for suggesting new requirements to be incorporated in the software system for better reporting and verifying the changes made.
• Assuring all the charges are done and encoded in the system using accessorial in WMS Exceed system.
• Maintaining all the warehouse machinery like Hand rider, Folk Lift, Reach truck and others equipment in a daily basis and submit report to my Manager in a monthly basis.
• Knowledge in shipping documentation and Operation which JAFZA is required.
• Assuring Goods Receive Notes are send to clients and other requirement like Import and Export Daily Report
• Arranging and distributing all the exports shipment and documents as per customer invoices and request for GCC Countries.
• Handling day-to-day documentation of all import container’s in Container Freight Systems (CFS) using Easy Freight systems.
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