Sales Support & Service Executive

Job Title: Sales Support & Service Executive

Role overview

Key responsibilities

• Prepare and issue accurate, timely quotations to customers.
  
• Respond to customer phone calls and emails in a professional and service‑oriented manner.
  
• Follow up on pending shipping instructions, missing documents, no‑show shipments, and dangerous goods (DG) applications to ensure issues are resolved promptly.
  
• Handle and close escalated customer service cases in coordination with relevant teams.
  
• Conduct outbound calls to re‑engage lapsed customers and generate new business opportunities.
  
• Promote and guide customers on the use of the company’s digital tools (including online support channels), educating them on self‑service features.
  
• Process detention and demurrage‑related waiver requests, as well as other fee or levy adjustments, in an accurate and timely manner while coordinating with the finance team where required.
  
• Maintain and update pricing and rate information in the internal system.
  
• Monitor and manage overdue, long‑stay, and change‑of‑destination shipments or containers together with internal stakeholders.
  
• Capture and submit sales leads through the internal system to support the wider sales team.
  
• Maintain up‑to‑date records of key contacts and decision makers in the customer database.
  
• Input and update customer volume or service commitments in the system to support account planning.
  
• Review actual shipment volumes against allocated space and follow up with account owners through the system on any under‑performing accounts.
  

Requirements