Location: Mumbai, India
Role Purpose:
To enhance the effectiveness of Commercial and Customer Success initiatives by providing day-to-day support, ensuring optimal use of resources, and delivering exceptional service to internal and external stakeholders. This role focuses on new business generation, managing existing accounts, and supporting service level delivery to differentiate the company in the market.
Key Responsibilities:
Commercial Coordination:
- Oversee CRM maintenance by third-party commercial teams.
- Handle customer queries, interfacing with agents and external communication.
- Maintain and report on contracts and rates.
- Prepare and submit weekly and monthly reports.
- Serve as a liaison between internal teams and third-party agency networks.
- Ensure third-party agents meet customer satisfaction targets (NPS and CSAT).
- Collaborate on strategies to improve customer service experiences.
- Facilitate ad-hoc requests and cross trade bookings for customers.
- Tertiary qualification in marketing, shipping, or customer service.
- Minimum of 3 years’ experience in marketing support within shipping or a similar supply chain role.
- Strong geographical knowledge and supply chain methodology understanding.
- Experience in face-to-face and telemarketing.
- Strong analytical and presentation skills.
- Commitment to exceptional customer service.
Sasha Josri (EA Reg no: R21100057)
Faststream Recruitment Pte Ltd, EA Licence no: 09C3403