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Customer Success Representative – Sea Exports – Manchester

Closing Date: 13th July 2024

Vidu Group

About this position

Vidu are working on a super exciting assignment in the search for an energetic Customer Success Representative on behalf of a rapidly growing, extremely innovative logistics business.

If you love developing relationships with customers, have knowledge of Export Seafreight and are ready to step your career up a gear, this could be just the role for you.

Our client has engaged with Vidu VIP to carry out the initial search.

Our team of dedicated consultants will be your first point of contact when applying for this role.

Scope of the role:

Reporting directly into the Head of CSM – Seafreight Exports, your role will be to maintain, ringfence, and grow the assigned Seafreight export client base in conjunction with our clients Assure strategy.

Key Responsibilities:

Working within the CSM team, maintain and develop allocated clients, agents and groups from the general Seafreight export CSM database.

Job costing input at time of booking.

Auto-billing setup where possible and maintenance, with support from IT.

Maintenance of quotes covering existing businesses for CSM clients.

Achieve retention of core by ringfencing clients through better buying, service excellence and innovation.

Develop and grow existing customers for new trade lanes and further prospects in line with CSM Company strategy.

Develop close client relationships including attendance at external meetings as when and required, alongside Head of CSM and/or Growth Director.

Respond to and follow up all CSM quote enquiries/leads within 24 hours or sooner.

Always ensure proactive better buying with key suppliers ensuring best deal at all times on existing and prospect business.

Respond to and follow up overseas agent’s quote requests within 24 hours or sooner.

Active negotiation with overseas offices and partners, ensuring best rates offered and challenged when required.

Identify and open up potential Supply Chain Management and Customs Bureau/Compliance opportunities to share with Head of CSM and/or Growth Director.

Hubspot pipeline maintenance.

Support Operations Manager when requested for specified clients to:
• Proactively resolve customer queries within agreed time frames
• Support with SOP’s and SLA’s and contribute to them being delivered.

Skills and experience required

Seafreight export knowledge.

Empathetic and attentive customer service skills.

Experience working with CargoWise would be desirable.

Good attention to detail.

Experience of KPI reporting.

Self motivated, with the ability to work well autonomously in addition to within a team.

Willingness to learn and hunger to progress your career.