Job Description

Job Req Number: 120810
Time Type: Full Time

Position:

Associate/Sr. Associate – Customer Service

Surname / Name:

Department / Location:

Customer Service, Lucknow

Line Reporting:

Regional Manager – Customer Service

Matrix Reporting:

None

Hiring Date:

Last revision date:

June 2020

Purpose of the position

• Responsible for Maintaining, Developing and retaining all the customers assigned as customer service accounts.
• Ensuring the required services are given to customers by Operations team to the committed level.
• Ensure systematic filing of the details of such clients – which includes filing of Client Profile, Sales Agreement / SOP of rates & services, Report Formats, Credit Agreements, Minutes of conferences held and all such information relevant to the particular business, for common (or as may be specified by the company) access.
• Ensure optimum utilization of Systems provided – EDI, D Track & Web Portals to the benefit of the client and to enhance our efficiency.
• Ensure all activities directed towards commendable service from DSV and also those which augments the clients’ business interests favorably.
• Profitability of the business and enhancing the businesses handled. Ensure Receivable Statements are healthy month after month.
• Business Penetration from customer, team building and relationship development. Working closely with other departments like Sales, operations and other branches & HO for any kind of support.
• Ensuring adherence to all compliance, company policy, rules and regulation. Any other task assigned by the Management and more relevant to the profile.

Key Tasks

• Responsible for day to day activities of the customers of the department and branch.
• Conducting review meeting with Sales, operations and KAM on daily basis to plan, organize and execute the activities and review previous weeks jobs.
• Ensuring the staffs in team meets requirements of customers proactively as committed.
• Regular telecoms to be “in touch” with the client to update of their shipment status, check on new orders / booking etc. and follow with respective departments and overseas office.
• Discuss with product Managers and Sales Managers on operation and Sales related activities.
• Ensure DSR and other reports are sent to customers with complete and accurate information within the agreed time limit.
• Visiting customers along with Sales, Operations and KAM at least once a month to review the stock of business, performance Analyses, Payment and to discuss any other issues.
• alert to any new business opportunity as also aware of competitor penetration into any realm of the clients’ business
• Ensure smooth flow of information from & to overseas contacts reg. movements for the Global Accounts as also other Key accounts
• Ensure and do all tasks to achieve complete adherence / compliance to the SOP committed to / Agreement made with the client
• An extension of the earlier listed activities – Analyze and strategize for any scope to innovate / modify existing system or flow of work to impact DSV and/or the client positively – in terms of costs reduction, transit time reduction as also better flow of information both sides. Create a Win-Win situation.
• Take up Tasks / Exercises directed towards preparing ourselves to take part in more business of the client. Collect as many information as one may be able to in the regular calls with the client and understand objectively where we do not participate and why; as also what would it take the client to shift that particular piece to us – where do we need to reach to
• Meeting customers and building strong relationship.
• Development of Interpersonal relationship with sales staffs, other departments staffs like operations and Finance.
• Pharma QMS- Any deviations from the procedures to be logged, escalated to Healthcare specialist, NCRs complied with, Corrective actions implemented and maintain all relevant records at a shipment level. To also ensure Business partners are selected only from approved list and checked for Tier 2 compliance.
• Keep close contacts with overseas customer service,

Decision Making Authority

Decision authority as delegated by the Regional Manager- Customer Service, in accordance with DSV regulations

Function / Market & Industry Knowledge / Business Acumen / Process working

Skills & Competencies

Skills/Knowledge

• Must have strong knowledge on our product and services.
• Experience in handling small to large size customers.
• Committed to face challenges and providing solution.
• Familiar with buy rates, pricing policies, routing, carrier services and frequencies.
• Must be familiar local market and geographical knowledge on global countries.

Competencies

• Good English Communication Skills
• High competency in Computer knowledge.
• Must be smart, innovative and easy

Educational background / Work experience

• Minimum working experience of 2 – 4 years /6 – 7 Years in Customer Service and operations in the field of Freight Forwarding
• Minimum Graduate in any Discipline from reputed University.
• Master’s Degree in Management will be added value.

Language Skills

• Fluent in English (other languages depending on the location)

Computer Literacy

• MS Office skills and good knowledge regarding IT systems

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.

Start here. Go anywhere

Visit dsv.com and follow us on LinkedIn and Facebook