Job Description Summary
To manage and maintain a portfolio of customers that utilise the client’s service and grow the revenue base and profitability of the portfolio.
Main Activities and Responsibilities:
- Establish and maintain a call cycle frequency to optimise customer experience and maintain appropriate customer contact levels.
- Maintain the profile of all customers within the portfolio in terms of contact names, addresses, affiliated companies, service requirements and other relevant information.
- Review, integrity check and ensure all revenue, rates, cost modelling, billing details and contractual arrangements are in system and valid.
- Maintain a pipeline to achieve growth targets.
- Undertake complete customer profitability modelling to ensure that each customer is meeting appropriate profitability benchmarks, make recommendations and take action approved by management.
- Manage each customer in accordance with the annual rate review and ensure each customer is approached in accordance with their rate expiry date for the predetermined increase.
- Conduct research to gain a full understanding of each customer’s business needs and strengthen the relationship.
- Provide monthly KPI reports to customers where agreed.
- Update and keep valid notes after customer visitations and update the Salesforce CRM.
- Ensure all customer trading is current, and any outstanding debts are remedied, invoicing paid on time and in accordance with the customer payment terms.
- Foster and maintain strong working relationships with management, operational staff and drivers.
- Establish competitor/market information profile and report market activities to management.
- Report on a weekly basis as to customers contacted, new services signed up, quotes or tenders submitted, rate review
Core Competencies:
Systems Processes & Policy
- Ensure all policies & procedures are adhered to, including compliance obligations
- Implement functional organisational design & optimal workforce planning
- Ensure key function policies are in place & are current
- Drive & implement operational excellence in function / line of business
- Ensure compliance within function / line of business
Client & Stakeholders
- Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders
- Establish & maintain internal & external collaborative relationships, including with functional & industry associations, managers, peers & direct reports
- Establish & manage effective relationships with key stakeholders, internal & external, including with functional & industry associations, vendors, Board & Executive team
Key Skills and Capabilities:
- Excellent communication skills: Must have strong verbal and written communication skills to effectively interact with customers and address their queries and concerns.
- Problem-solving abilities: Should be able to think critically and find solutions to customers' issues or complaints in a timely manner.
- Multi-tasking skills: Handling multiple customer inquiries simultaneously and managing various tasks, such as updating customer information or processing requests, require the ability to multitask effectively.
- Attention to detail: Accurate data entry and documentation are essential, so having a strong attention to detail is crucial.
- Patience and empathy: Should be patient, empathetic, and able to stay calm under pressure
- Teamwork and collaboration: May require frequent collaboration with other departments, such as operations or warehouse teams, so being a team player is important for smooth coordination and customer satisfaction.
- Time management skills: Effective time management is crucial for customer representatives as they have to comply with service level agreements and manage a large volume of customer inquiries within stipulated time periods.
- Cultural sensitivity: Customer representative often deals with customers from various cultural backgrounds, so having cultural sensitivity and adaptability is crucial in delivering excellent customer service.
- Ability to establish rapport and build business relationships across multiple layers within each customer
- High level consultative selling and negotiation skills
- Highly effective written and verbal communication skills
- Broad business and commercial experience and knowledge
- Organisation and time management skills, and the ability to meet deadlines
- Strong process and product knowledge of our business
- High level presentation skills
- Budget management capabilities
- Strong analytical and numerical ability and comprehension
- Attention to detail
- Confidentiality
Qualifications and Typical Experience:
- Educational Attainment: At least High School Graduate (old or new curriculum)
- Desired Years of Experience: 0 – 6 months of continuous work experience
- Desired Industry Exposure: BPO / Any industry experience
- Desired Role Exposure Prior: BPO experience as a Sales, Customer Service Representative, Retail and Logistics
- Strong self-Management & discipline
- Leadership
- Effective communication
- Adaptability to new incoming products and services
- Display a positive “Can do” attitude
- Strong customer centricity
- Personal presentation at a high and professional level
- Strong inter-personal skills
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