- Entreprise : Importante Entreprise de Courrier Expresse
- Fonction : Commercial, Vente, Relation client
- Secteur : Services
- Lieu : Alger
JOB PURPOSE
To maintain and develop the relationship with customers through being the one-stop-shop contact point & acquiring new customer to achieve business growth
KEY ACCOUNTABILITIES
Roles and Responsibilities:
– Manage customer inquiries, problems, requests and suggestions; determines appropriate solutions and/or responses.
– Ensure high levels of customer satisfaction by providing smooth customer service to customers as per agreed service standards.
– Negotiate customer claims, initiate billing adjustments in coordination with team leader
– Grow existing customers, and identify potential customers for supply chain and delivery solutions.
– Develop new customers from both the market and existing customers with business solutions
– Plan and execute regular maintenance and business development visits to customer
– Maintain and regularly update customer information
– Understand all aspects of customers’ business needs, network within customer’s organization to explore customers’ needs and business development opportunities
– Promote suitable products /solutions and develop solutions for customers involving business units.
– Work with other business units in Aramex, such as ground operations, cargo operations, etc., to ensure proper service delivery to customers
– Prepare proposals and quotations to customers
– Ownership of payments collections alongside the Credit Officers
KPIS
– Revenue growth for assigned accounts
– Customer acquisition
– Customer satisfaction
– Customer Migration to Supply Chain / Delivery Solutions
– Product Mix
– Customer enquiries resolved on time
– Escalations resolved on time
– Data quality
RELATED PROCEDURES
Adhere to all related policies, procedures documented and published under InfoHub in the intranet.
BASIC/ JOB REQUIREMENTS
– Bachelor Degree in a related field
– English proficiency
– Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)
– Knowledge and Experience in selling Freight, Express products and Logistics
– Previous experience in customer management experience
– Consultancy Selling Skills
Competencies:
– Conceptual Thinking & Innovation
– When looking at information, sees patterns, trends, or missing pieces
– Notices when a current situation is similar or dissimilar to a past situation, and identifies the similarities and / or differences
Achievement Drive
– Keeps track of and measures outcomes against a standard of excellence not imposed by others
– May focus on new or more precise ways of meeting goals set by management
Developing Others
– Gives detailed instructions and/or on-the-job demonstrations
– Makes specific helpful suggestions
Organizational Commitment
– Helps others get their job done
– Respects and accepts what authorities see as important
– Expresses pride, pleasure, and/or dedication about being part of this organization
– Promotes and /or defends the organization’s reputation with outsiders
Customer Service Orientation
– Takes personal responsibility for correcting customer-service problems
– Corrects problems promptly and un-defensively, even if taking a loss is involved
Integrity
– Take pride in being trustworthy
– Is honest in customer relations
– Serves all equally
Relationship Building
– Builds or maintains rapport with friends or acquaintances
– Pursues friendly relationships with associates, customers, or others at clubs, restaurants, sports events etc
Leadership
– States agenda’s and objectives; controls time; makes assignments, etc
Teamwork
– Genuinely values others’ input and expertise
– Displays willingness to learn from others, including subordinates and peers
– Solicits ideas and opinions to help form specific decisions or plans
Flexibility
– Demonstrates willingness to change ideas or perceptions based on new information or contrary evidence
– Understands other people’s points of view
Initiative
– Acts quickly and decisively in a crisis or other time sensitive situation
– Acts with a sense of urgency when the norm is to wait, study the situation, and hope the problem will resolve it self
Skills:
– Segment based Structure in ARAMEX and Segment Management
– Customer Focus (Centricity in Aramex)
– Communication and Interpersonal
– Planning/ Organizing + Time Management
– Negotiation Skills
– Team Building
– Basic selling skills
