The Field Sales Staff is responsible for developing new business opportunities, maintaining and expanding existing customer relationships, and promoting KWE's comprehensive logistics solutions, including Air Freight, Ocean Freight, Contract Logistics, Cross-Border Transportation, Warehousing, and Value-Added Services.
Special Career Development Program
The successful candidate will initially work in an Inside Sales / Sales Support role for approximately six (6) months before officially transitioning into a full Field Sales position.
Duties and responsibilities
For the first six months in the Inside Sales role.
Sales support:
• Take care of all back-office tasks related to customer or agent inquiries instead of sales team, make and update the quotations, requested reports, booking status and tracing sheets, summary sheet for account and so on (final responsibility belongs to sales for the quotation).
• Take care of all inquiries from existing customers and businesses, lanes like answering questions, concerns, complaints, rate inquiries, and so on, then consult with the
sales manager, dedicated sales, or Sales for the proposals before responding to customers.
• Conduct service contracts with customers (final responsibility belongs to sales).
• Monitor AR with customers (final responsibility belongs to sales).
• Share the information about new or expanded business with the sales team if we get it through our daily communication with customers.
• Preparation of RFQ: Collect the buying rate for RFQ/schedule by collaboration with procurement team/operation team (inputter will be procurement and operation team) in case the Sales request to support by CS.
Operation monitoring:
• Create SOPs for the way to arrange for the shipments and services based on customers' agreements and requirements (to share the contents with the team).
• Create a common S/I (with detail of the remark per accounts and shipments) for each transportation mode or service to share with other (AE/OE/OPS) team.
• Instruct operation team following customer's request.
• Remind the operation team to update shipment status, and booking status, etc. (in case the operation team does not respond in a timely manner). A final responsibility belongs to the operation sides.
• Make a booking management (Consolidation) sheet for the booking and operation team to follow.
After six months in Inside Sales, and convert to Field Sales ;
Sales:
• Sell KWE's products, including Ocean, Air, CBT, Warehousing, and VAS Services for both inbound and outbound shipments.
• Set appointments with potential customers through various communication channels.
• Follow and maintain pipelines, respond to requests for information, and remain proactive and responsive to prospective customers.
• Handle RFQs and tenders and participate in MBRs and QBRs with customers if needed.
• Stay informed on market trends, competitor activities, and carrier fluctuations by studying the market and updating the CRM system.
• Handle customer inquiries and complaints, consult with superiors if needed.
• Make service contracts with customers, with final responsibility belonging to the Sales and Marketing PIC.
• Monitor AR with customers, with final responsibility belonging to the Sales and Marketing PIC.
• Create SOPs for the service based on customers' agreements and requirements.
• Develop a common S/I for each transportation mode or service and instruct the operation team to follow customer requests.
• Monitor the operation team's response to shipment and booking updates and remind the team, if necessary, with final responsibility belonging to the operation side.
• Input a daily shipping plan into the Daily APP for the booking and operation teams to follow.
• Monitor buying rates for RFQs in collaboration with the procurement and operation teams.
Operation:
• Send booking confirmations, shipment status updates, and track reports to customers.
• Handle and resolve customer complaints.
• Obtain and evaluate relevant information to handle product and service inquiries.
• Verify customers and manage their accounts.
• Keep records of customer interactions and transactions.
Customer satisfaction:
• Conduct regular customer satisfaction surveys.
Others:
• Perform other tasks as assigned by the superiors.
• Regularly monitor emails and respond promptly to messages with the necessary information within 24 hours of receiving the initial inquiry.
• Report to direct superiors as requested.