IFTS Customer Service Representative

JOB SUMMARY

This position is responsible for the repeat sale of IFTS services to small (one-time shippers/importers) and non-recurring clients. Additionally, the position will assist in the sale of new IFTS services to clients in their book of business. 

KEY DUTIES & RESPONSIBILITIES

• Monitor shipment activity at each Region branch location to identify potential target customers.
• On a daily and weekly basis, review shipment activity reports of all Regional branches to identify one-time, non-recurring and down trading clients to contact
• Follow-up on recent shipment activity within a minimum specified time-period to confirm new customer satisfaction as well as learn the potential future IFTS business requirements of the company.
• Through initial follow-up and consistent new customer contact, identify IFTS growth opportunities and utilize the existing Livingston CRM tools to enter this opportunity information for visibility and further action.
• Through contacting existing small accounts to obtain repeat shipments sales activity will be measured in month over month growth in both shipment count and net revenue.
• Fully understand the IFTS sales and operational strategy to implement new business correctly and efficiently through the correct Livingston Intl sales and operational channels
• Use a sales discovery process to gain enough knowledge and understanding of the client’s IFTS needs in order to provide rate updates/quotes to clients where appropriate in order to grow net revenue
• Identify new sales opportunities where Livingston can improve existing service levels received, reduce overall transportation costs, and improve internal/external practices and procedures providing greater visibility and transparency for the client. 
• Help grow SOW (Scope of Work) amongst all small and non-recurring customers to generate additional net revenue.
• Utilize and review available internal traffic documents in order to identify potential sales opportunities
• Partner and collaborate with operational leaders within Region to identify and build potential value added services for clients to offer new solutions, so the client can either make more money or save money
• Interact in weekly operational meetings within Region in order to gain insights and offer recent experiences to team.
• Serve as the relationship manager to develop new small client relationships into larger, more profitable clients.
• Act as point person to handle new client issues and partner and collaborate with Operations for effective resolution
• Establish strong and effective relationships with clients so as they see you as a trusted partner so Livingston can become their IFTS provider of choice.
• Partner with Operations to uncover consistent issues or opportunities which can lead to increased sales
• Develop a consistent and frequent call schedule which matches the availability of your clients to ensure substantive communication occurs on a regular basis.
• Provide regular status reports on calls and results using the Livingston CRM system or other tools.
• Assist with other duties as assigned
   

KNOWLEDGE & SKILLS

• Strong communication skills, both verbal and written
• Organized and detail-oriented
• Ability to stay calm, resolve problems and issues effectively
• Strong knowledge of international ocean/air transportation
• Able to multi-task and handle a large volume of work and meet tight deadlines
• Able to work in a fast-paced environment
• Team player / interpersonal skills
• Strong knowledge of MS office software (Word, Excel)
   

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

COMPETENCIES