Manager - Customer Service & Operations - Freight/Marine/Export

Manager - Sea Freight Export, Customer Service & Operations

- Manage & assist in the local and international customer service and development of client data base consisting of company, establishing client strategies and direction for the assigned clients in line with the Country Sales and local parameters for Ocean freight segment.

- To drive overall focus on client needs and prepare Standard Operating Procedures (SOP) for ensuring compliance to the Service Level agreement, contracts and other terms agreed in local and international sales in the Country or by overseas agents.

- To work in tandem with the National Business Development, Client Relationship management & Sales & Marketing with the common view of to achieve compliance in all segments of services provided under Ocean freight.

- Establish and propose detailed Product Development-specific strategies and resource requirements, to the Branch Manager - Sea freight Pricing. Collect input from relevant Regional/ Location Managers and Key Management commercial desks.

- Identify, Develop - country, Product specific, customer and agent specific handling procedures and Create SOPs.

- Establish specific Commercial & Product Development details for Corporate & International accounts in the sea freight - export segment.

- Identify, categories existing and potential International Clients within the country, based on Customer Segmentation (CS) model, and ensure this is updated at all times.

- Furnish proposals / Quotations to the Sales & CRM teams for local quotes & to corporate pricing team as required.

- Manage and assist execution of the Commercial & Product service Plan and ensure performance meets and surpass the client's expectation.

- Drive implementation of process best practice and improvement initiatives through close cooperation and contact with other Commercial & Product service Managers in the Country as required.

- Develop new Processes for Nomination clients and business.