Inside Sales / Customer Service Support

Leadership Level
Individual Contributor
Nature & Scope:
· To support External Sales Executive deliver increased volume and yield in handling their shared client portfolio and as a back-up.
· To engage with the customer on an ongoing basis to ensure successful relationship maintenance and to identify new opportunities through ongoing customer dialogue through frequent phone/email communication
· To take complete ownership of all activites after loading until delivery and invoice settlement.
· To promote the Safmarine way and ensure complete customer satisfaction.
· To manage a few small sized customers.
Major Accountabilities:
· Build effective relationship with own and shared client base at relevant levels of the client organisation
· Ensure all targets for both own and shared accounts are met.
· To identify new opportunities through ongoing customer dialogue
· Support external sales staff identifying, creating and closing business opportunities as well as securing and maintaining targeted business
· Follow up on activities/opportunities and quotations made via Sales force for the client base shared between Sales and own client base.
· Achieve a 20% win ratio from Sales force for all opportunities.
· Assist with processing business opportunities, price quotes and rate negotiations
· To assist management of the sales pipeline process using Sales Force
· Ensure that personalized support is offered to the client resulting in superior Access and Experience for the customer.
· Ensure that we develop Safmarine brand promoters along the lines of the NPS measurement scale. Ensure no customers are detractors.
· Ensure freetime requests are duly approved and filed in CXED to ensure Nil disputes and invoice amendments.
· Ensure disputes are cleared on a daily basis with a maximum turn time of 24 hours.
· Ensure GCSS pending tray is cleared on a daily basis. No bookings received before 17:00 hours should be left pending by COB.
· Ensure all DG bookings are cleared on a daily basis.
· Ensure that customers can access our office by maintaining a minimum log in time of 7 hours per day.
· Ensure that the UAESCLSALDXB and UAESCLCST email queue is cleared for all mails received before 17:00 hrs.
· Please ensure that all mails from the segmented customers list are answered on time irrespective of whether the sales person is in office or not to improve mail response time.
· Ensure there is a zero tolerance for abandoned calls.
Key Performance Indicators:
Hard Achieve –
· Volume
· Contribution Yields
· NPS
· Retro pricing and invoice amendments
· # of Disputes and turn time
· GCSS pending tray clearance
· DG turn time
· Accessibility
· Opportunity win ratio
Soft :
Strategic -
· Follow-up on identified opportunities
· Retention rate
· Opportunities created and FFE in pipeline
· Sales Force / Mars data quality, incl. overdue

Education & Experience
· Bachelor’s Degree
Requirements:
• Basic sales skills
• Sales process knowledge and system (Sales Force)
• Product and Market Knowledge
• System Updates, timely and thorough
• Ability to collaborate cross-functionally with operations together with external sales
• Systems management
• Excellent interpersonal, presentation and communication skills
• Organizational and Time management skills
• Good listening and questioning skills to probe and close effectively
• Result oriented
• Demonstrated ability to manage conflicts and negotiate Location: Worldwide

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