The duties and responsibilities of this position consists of, but are not limited to, the following:
• Primary responsibility is to act as a single point of contact for the “external” customer / overseas agents.
• Acts as a backup to a named “internal” sales person.
• Communication skills play a vital role for the Manager - Air Freight to be effective.
• A level headed approach to deftly deal with agitated or frustrated customers.
• To identify the core problem and offer quick solutions. Multi-tasking, patience and listening skills are key attributes for a customer Services Executive to be successful.
The key activities to be undertaken are listed below:
• On receipt of enquiries / booking requests from Customer / Overseas Agents, send this information to 3 master co-loaders to procure rates (including allied services such as transportation, warehousing, palletization etc)
• Thereafter, follow-up on the issued quotations with Customer / Overseas Agent to obtain a booking request.
• Once a booking request is received, obtain commercial invoice, packing list & other documents. Create a physical file and also create a job in eFreight
• Engage the Customs Clearance Team and ask the Product Manager to place a booking with the Airline.
• Share documents with master co-loaders and seek AWB drafts (MAWB or HAWB). Co- ordinate with the Customer / Overseas Agent to obtain approval for MAWB or HAWB. This needs to be done within 24 hours of making a booking.
• Submit Carting Order Request with Air India, GMAX or Kale.
• Relay ASI print to clearing agent and once cargo and docs are received after customs clearance, inform the Product Manager.
• Send Pre-Alert to Customers / Overseas Agent.
• Raise final invoices in eFreight.
• Send DSR (Daily Status Report) updates via mail.
1. Enquiries / Quotations
• The Manager - Air Freight needs to maintain a log of all enquiries received and ensure proper follow-up is done.
• For general shipments, quotations to be sent within 12 hours from the receipt of the enquiry. In case of ODC shipments, quotation to be sent within 48 hours from receipt of enquiry.
• The Manager - Air Freight needs to diligently follow-up with customers / overseas agents.
KRA 1
• Maintain a log of all enquiries received and action taken
KRA 2
• Details of quotations relayed (general and ODC) alongwith TAT
KRA 3
• Quote conversion ratio. Publish for general and ODC categories on a monthly basis.
2. Sales
• Generate new business equivalent to 1x CTC.
• The Manager - Air Freight needs to supplement the Sales team efforts by also making visits to corporate customers to generate new business.
KRA 4
• Generate business equivalent to individual CTC over 12 months. Specify details of business generated on a monthly basis.
KRA 5
• A minimum of 4 visits to corporate customers per month to be undertaken. Publish names of customers visited alongwith a detailed visit report.
3. Customer Complaints
• All customer complaints and service delivery issues need to be formally recorded in a register. For each complaint, following details need to be captured
o Customer Name o Complaint Received From o Complaint Date
o Complaint Details o Action Taken o Status
• To escalate internally (if necessary) to resolve the problem.
• Every customer complaint needs to be tracked till formal closure.
KRA 6
Record customer complaints and action taken for resolution. Publish details on a monthly basis
4. DSR
• The Manager - Air Freight needs to maintain a DSR (Daily Status Report) to capture key details for each shipment.
• The Manager - Air Freight needs to also update dates on which action was taken. This is important to capture service metrics.
• By the end of each working day, the Manager - Air Freight needs to relay DSR report with corporate customers / overseas agents (as maybe required).
KRA 7
Ensure daily DSR update is relayed to corporate customers / overseas agents. Confirm compliance status on a monthly basis
Authority
• The Manager - Air Freight will not have any authority to sell at a lower rate than what is communicated by the Product Head.
• The Manager - Air Freight will not have any authority to accede to specific customer / overseas agents request in case there is any material impact on job profitability.
