Sales Support Executive at Express Shipping & Logistics (EA) Limited (ESL)

The purpose of the Sales Support Executive is to act as liaison for global partners, coordinate shipments for accounts assigned, qualify leads, manage tele sales customer portfolio, process billing paperwork in coordination with Finance and Operations, process customer transactions i.e. quotations, enquiries, set up and maintain data accuracy of the customer database and escalate complex problems/solutions to Business Development Executives and GCCO.

KEY PERFORMANCE AREAS

Departmental Coordination:

• Coordinate shipments for selected account customers and the country customer portfolios.
• Accurately process customer transactions such as quotations, respond to enquiries on email and telephone.
• Contact customers following sales calls to ensure ongoing customer satisfaction and resolve any complaints.
• Report to the GCCO and Business Development Executives on customers' activities and issues.
• Assist in compiling sales reports, performance data, and metrics for the team.
• Update accurately the Customer Master database with customer KPI’s, Sop’s, SLA’s, contact information and any other customer information as deemed necessary.
• Review pending orders and specific customer requests to ensure excellent customer experience.
• Analyze sales data to provide insights and recommendations for improvements.
• Manage Catalyst assessment for sales team

Billing and Quotations:

• Coordinate billing with respective Business Development Executives in liaison with global network agent’s team finance and operations teams.
• Update standard rate cards as and when rates change.
• Track and update quotations to determine conversion ratio.

Leads Management:

• Processing new sales leads and assign to respective Business Development Executives.
• Managing the correspondence between the sales team and their customers.
• Champion lead-generation activities within and outside the organization.
• Providing data and reports on leads to help the sales team’s quick conversion.
• Answer phone calls related to indoor sales activities
• Schedule meetings with prospective customers on behalf of the sales team

General:

• Maintain and continue to develop an in-depth knowledge of all company products and services.
• Comply with direction given by team leaders and management team and follow given guidelines and professional code of conduct.
• Bring a value-added approach to all issues and projects.
• Ensure customer satisfaction relative to quality of product and service.
• Adherence to company set standard operating procedures (Sop’s).
• Participate in internal and external training for professional growth.
• Team leader and management may assign any other duty as deemed necessary from time to time.
• Ensure reports are submitted weekly, monthly, annually and when required by team leader and management.
• Foster strong relationships with clients to ensure high customer satisfaction and retention.
• Identify opportunities to upsell additional services to existing customers.
• Prepare QMS document

KEY COMPETENCIES AND SKILLS

Qualifications:

• Bachelor’s degree in business, Communications or related field.
• Proficient in all computer application packages.
• Hands on experience with ERP and CRM systems.
• Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint).
• In-depth knowledge of sales principles and customer service practices