Manager Inhouse Sales and Customer Service

TASK RESPONSIBILITIES:

Sales Channel Management

• By monitoring the quoting and booking activity via the internal (LEAP), the customer portal and the customer API channels utilizing the provided tooling (Cockpits)
• By promoting the digital sales channels and liaising the customer needs with Digital Sales
• By implementing the Inhouse Sales work process
• By liaising irregularities and fluctuations in activity with the Country Manager as well as the Team
• By proposing improvements to the activities with the Sales Managers and Country Managers
• By reporting non-market reflective pricing on any of those channels

Team Management

• By setting competitive KPI’s for the Team and structurally reviewing them
• By daily briefings on the actions for the day (short-term pro-active hunting)
• By liaising the ad hoc sales strategy and regularly adjusting them
• By consistently developing the team’s knowledge in the utilization of data analytics in their daily work
• By monitoring booking and booking updates processes
• By understanding the work processes and continuously strive for improvement
• By promoting the Cargolux’s values and role modelling them
• By safeguarding the company’s assets and ensuring all CV procedures are adhered to
• By training the staff and managing the administrative tasks
• By assisting the department head on training and administrative tasks.

Cross divisional collaboration

• By building bridges with other departments to improve communication
• By holding regular meetings with Sales Management to share ideas, strategies, and customer behaviours
• By keeping close liaison with accounting to ensure proper invoicing and addressment of potential challenges
• By being a contact person for all questions regarding freight transport
• By liaising regularly with the Route Management Team concerning short-term pro-active sales, weaknesses and strengths in Cargolux’s network and providing feedback on market dynamics and requirements

Customer Service Excellence

• By monitoring timely delivery of quote options to Cargolux’s customers in a professional manner
• By following up on customer inquiries and resolving potential escalations
• By ensuring a pro-active approach to short-term sales hunting
• By re-directing customers to the right sales channels to strive for optimal team efficiency and the promotion of digital bookings

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Solid knowledge and experience in air cargo business
• Good in English, both verbally and in writing
• Energetic, pro-activeness, commercial drive and a team-working spirit are essential
• Good communication & interpersonal skills
• Willing to work under pressure in a fast-paced
• Proficient in MS applications, including Word and Excel

WORKING CONDITIONS:

• Job is located in Tokyo, Narita