Customer Service Agent
Maersk Line
Total years of experience :12 years, 8 Months
The Customer Service Agent Import Is responsible for his own customer portfolio and will work closely with sales and other departments to deliver outstanding customer service. Key tasks & responsibilities will be, a.o.:
1. Handle effectively all day-to-day communication with our customers, sales and other departments;
2. Ensure immediate and correct handling of all customer questions and complaints, showing pride and passion in meeting customer requirements;
3. Work actively with our Global Service Centre (GSC) to ensure we can maintain high quality service levels towards customers and internal stakeholders;
4. Ensure customer satisfaction and loyalty through excellent communication and the most efficient process execution;
5. Take responsibility for the execution of the shipment process and keep the customer informed of any changes to the confirmed plan;
6. Attend client’s enquiries about the company products and services;
7. Coordinate with sales and other stakeholders regarding the specific client needs, forecasting and agreed terms;
8. Seek feedback on performance in order to learn from past experiences working together as a team to ensure all members reach their full potential;
9. Take initiative and continuously look for ways to improve and / or change existing ways and processes in line with changing market conditions and customer needs.
Selling contract logistics and distribution
• Selling Air freight (Import and Export)
• Selling Ocean freight (Import and Export)
• Selling Land freight (Import and Export)
• Selling LCL Rate as a Import LCL Co-Loader
• After sales services.
• Following up the shipments on behalf of the clients.
• Providing daily reports to the clients about his shipments from pick up till final destinations
• Handling projects for the clients by planning for the freight and the bookings with the client to meet his expected dates.
• Proposing new solutions and alternatives for our clients .
• Problem solving after investigation.
• Making sure that the shipments are booked for and that it can catch the booking before the cutoff date.
• Consultancy for the clients.
• Prospecting.
• Getting new accounts.
• Developing working clients such as working on new lanes that we weren’t working on.
• Retaining working clients.
• Making sure that we are moving the client’s goods in the most efficient and cost effective way without missing his deadlines.
• Coordinating with our internal departments on the clients behalf to fulfill his request.
• Providing weekly reports for the sales manager
• Providing monthly reports for the upper management including the profitability of each month and each file’s profit.
• Logging problems into the system.
• Tracking the client’s shipments on his behalf and solving his problems making sure that he have the right documentations in place to reach final destination without any problems to avoid any delays.
• Following up collections and invoices with our financial department.
• Providing our clients with the most appropriate quotations that can meet his budget.
• Planning and forecasting for the next year’s sales unit budget.
• Building up good and trustworthy relationships with the clients.
• August 2012 - Present, Crew in McDonald's Egypt
Job Tasks: • Cashier
• Administration
• Sales
• Customer Service
• Experience of all the day-to-day operations of the Restaurant
• Crew of the month August 2013
References:-
References are available upon request.
• July 2010- May 2011, Manager in a clothes shop: Job Tasks: • Administration
• Accounting
• Customer Service
• Data Entry
• Receive E-mails
Studying for License of Law, Faculty of Law, Alexandria University