Job Description

Purpose of the function

• A committed individual focused on handling agent inquiries and ensuring that we increase our wallet share from the agents through effective and efficient inquiry handling process.
 

Commercial Responsibilities

• Manage Agent Inquiry.
• Ensure timely (within 2hours of ticket creation) response to agent inquiry.
• Coordinate with product/pricing team to procure rates to create proposal for agent.
• Follow-up with agent on response.
• Maintain and monitor the response to create various performance matrices.
• Keep GND manager and other stakeholders on any variations, both positive and negative.

Operational Responsibilities

• Timely information to product team on business closure.
• Ensure maintenance of data quality.
• Highlight anticipated issues proactively.
• Identify root cause and create action plan for resolution. 

Sales Responsibilities

• Enable Route development managers/GND Managers with data to promote more business with agents.

General Responsibilities

• Acquire a thorough understanding of pattern of business from agents(VIP & System partners).
• Anticipate and suggest scope of improvement.
• Ensuring new wins by analyzing previous lost quotes.
• Timely distribution of necessary reports to relevant stakeholders.
• Timely escalations when needed.

Function / Market & Industry Knowledge

• Knowledge and experience in customer experience management.
• Understanding of pricing and various components that may influence proposal creation.
• Knowledge of geography and orientation for essence of time.
• Overall understanding of business processes and interdependencies.
• Preferred: knowledge and experience in Continuous Improvement Process methodologies

Skills & Competencies

• Ability to create/write quote requirements clearly for use by other employees.
• Good communication and interpersonal skills – able to work effectively with individuals across all levels of the Company.
• Proactive, meticulous and able to take good ownership of tasks assigned.
• Possess good attention to details.
• Strong execution and coordination skill.
• Strong sense of responsibility and ownership.

Educational background / Work experience

• Bachelors degree from reputed university.
• Knowledge of working on various systems related to pricing platform
• Must have experience of 3-4 years in logistics or freight forwarding industry.
• Minimum 2 years of pricing experience

Language skills

• Fluent in English (written and spoken)
• Additional local language is an advantage

Rights and Authorities

• Ensure that highest level of standards are maintained within GND request desk.
• Any kind of non-adherence of resistance to be escalated to relevant internal or external stakeholders.
• Any additional task, apart from mentioned in this document, to be highlighted to reporting manager
• The scope of work of each employee includes the job description, but is not limited to it. Subject to an agreement with functional and disciplinary manager.