Job Purpose:
To provide comprehensive support to the sales team by handling customer inquiries, preparing quotations, managing bookings, and ensuring smooth coordination between internal departments and clients. The role requires strong customer service skills, attention to detail, the use of AI and knowledge of shipping processes to ensure customer satisfaction and support the company’s commercial objectives.
Key Responsibilities:
Sales & Customer Support
• Prepare quotations, proposals, tenders, and service agreements in line with company policies.
• Handle customer inquiries on rates, schedules, equipment availability, and service offerings.
• Coordinate bookings and space arrangements to meet customer requirements.
• Support Sales Managers in rate negotiations and contract administration.
Operational Coordination
• Liaise with operations, equipment control, documentation, and customer service teams to ensure smooth execution of shipments.
• Track bookings and ensure timely updates to customers on shipment status.
• Ensure accuracy in rate filing, customer records, and service agreements.
Client Relationship Management
•Maintain strong working relationships with existing customers by providing timely updates and support.
•Resolve routine customer issues, escalating complex cases to Assistant Manager / Manager where needed.
•Support the development of new accounts by coordinating with Sales team on lead follow-ups.
Reporting & Analysis
•Prepare weekly and monthly sales support reports (quotations, bookings, customer performance).
•Monitor KPIs such as quotation turnaround time, booking accuracy, and customer satisfaction.
•Provide feedback and suggestions to improve service efficiency.
Qualifications & Requirements:
•Diploma or Bachelor’s Degree in Business, Logistics, Supply Chain, or Maritime Studies preferred.
•Minimum 3 years of experience in shipping, logistics, or freight forwarding, preferably in sales support or customer service.
•Strong knowledge of shipping documentation, bookings, and rate structures.
•Proficient in MS Office; familiarity with shipping systems (e.g., CargoWise, INTTRA, or equivalent) is an advantage.
•Excellent communication and coordination skills.
•Detail-oriented, organized, and able to manage multiple priorities.
Key Competencies:
•Strong customer service and support orientation
•Teamwork and collaboration across departments
•Problem-solving with attention to detail
•Time management and ability to work under pressure
•Commercial awareness