Client Relationship Manager

Role Overview

This position involves managing a large multinational corporation (MNC) client who provides approximately 220-250 trips monthly spanning three company locations. The individual serves as the primary contact for this client, handling every order, query, and issue without the client needing to connect with multiple company representatives.

Key Responsibilities

• Serve as the single point of contact for all client communications and requests.
• Monitor and manage the client's orders and communication from the client and their Customs House Agents (CHA)/forwarders.
• Coordinate with branch teams across three locations to provide clear instructions and ensure smooth operations.
• Track all active trips between 11:00 AM and 1:00 PM, proactively informing the client about any expected delays before they inquire.
• Manage documentation flow, ensuring delivery of LR/POD copies to the client promptly between 2:00 PM and 4:00 PM.
• Prepare detention and halting claims based on system data.
• Send daily status updates to the client between 4:00 PM and 6:00 PM, outlining orders placed, in-transit shipments, deliveries, and plans for the following day.
• Collaborate with branch teams to plan upcoming movements effectively.
• Communicate professionally in English through emails and phone calls, including handling unhappy clients calmly and persistently following up as needed.

Additional Information

The role requires exceptional written and verbal English communication skills, particularly the ability to compose professional emails and resolve client concerns with patience and persistence. Timeliness and thorough daily reporting are critical for success.