Customer Service Support M/F

 

 

Customer Service Support M/F

General Information

AGL (Africa Global Logistics) is the leading multimodal logistics operator (port, logistics, maritime and rail) in Africa. The company is now part of the MSC Group, a leading maritime and logistics company. 

Thanks to its expertise developed over more than a century and to more than 23,000 employees in 49 countries, AGL provides its African and global customers with global, tailor-made and innovative logistics solutions, with the ambition of contributing to the transformation of Africa in a sustainable way. 
AGL is also present in Haiti and Timor.

Are you looking for a rewarding experience in an international environment? Do you want to make an impact in a company that puts Africa at the heart of its project? 

Join AGL, the leading multimodal logistics operator on the African continent!   

Job description

Mission description

Job Purpose:

Support Key Account Management (KAM), translate customer needs into execution process and act as the bridge between commercial and operation teams.

Job Function:

Account Management:

• Assist KAM team by receiving and handling enquiries from prospects and
customers.
• Support with/ attend customer meetings when required.
• Support customers relationship management on allocated/ assigned
accounts.
• Participate and coordinate with Customer Business Solution (CBS) in the
implementation of customer specific solutions.
• Maintain rates validity with customers (where applicable).
• Compile and maintain Standard Operating Procedures (SOP) for assigned
accounts.
• Distribute SOPs to relevant stakeholders.
• Design, implement, maintain and present Key Performance Indicator (KPI)
dashboards for nominated accounts.

 

Profile

Job Function (continued)

Monitoring of customer satisfaction experience and performance:

• Review of AGL commitments with customers through continuous
improvement initiatives.
• For nominated accounts, provide weekly/ monthly KPI reports as agreed with
the customer.
• Contribute to measure internal KPls with relevant operational departments to
narrow operational gaps and offer a better service to the customer.
• Be in charge of monitoring operational performance vs. contractual
commitment and prepare and report in view of QBR (Quarterly Business
Review) in absence of relevant contract manager for key or global account .

Ensure resolution of complaints:

• Handle resolution of complaints through further investigation with concerned
parties.

General:

• Developing a solid and trusting relationship between major key clients and
company.
• Deal directly with customers either by telephone or electronically.
• Obtain and evaluate all relevant information to handle enquiries.
• Assessing viability of business, negotiating rates, planning of scope of work
and presenting tenders to clients.
• Communicate and coordinate with internal departments.
• Handover shipments to internal departments - interface essential.
• Liaise and communicate with AGL network regularly.
• Handling of general administrative tasks.
• Complete handovers to operations for new and existing business.
• Create a positive relationship with customers and ensuring the interaction the
customer has with the business is an efficient satisfying experience.

Rate procurement & Estimates:

• Negotiate rates and compile estimates according to shipment requirements.
• Ensure total accuracy of all quotations submitted (to be signed off by
nominated approver).
• Ensure all quotations are carried out profitably.
• Rate analysis to identify best solution (price and service).
• Generating of estimates in accordance with approved rates.
• Submitting estimates in accordance with approved rates.
• Submitting estimates in line with target deadlines.
• Monitor success of estimates and tenders submitted.
• Assisting the Commercial Department to keep the quotation module updated.
• Provide quotations to customers.

Minimum Education and Experience Requirements:

• Matric
• 2 years Customer Service Support with estimates experience
• 2-5 years' experience in freight forwarding air/ road, sea cargo