Quote Desk Representative

1. Revenue Generation & Retention
To identify and act on selling opportunities to retain or generate revenue, whilst providing suitable solutions to customers’ requirements:
• Delivers accurate and competitive pricing quotes and right solution offering in the fastest possible time frame to best meet customers’ needs
• Improves revenue quality by applying the correct quoting methodology, and utilising the information at hand to make better informed price positioning
• Identifies opportunities and converts all received price and transit time enquiries into bookings.
• Ensures customers are aware of the range of products and services
2. Transaction Handling
• Answers the Quote Desk available contact channels (telephone, email, web chat, etc) in accordance with global service and accessibility standards.
• Delivers an industry leading experience to customers and provide a single point of contact capable of dealing with all enquiries (including booking, shipment tracing) without a need to transfer
• Quote Desk, Providing Quotes to customer if required
• Customer Experience: deliver the best QD service experience to customer from the first call/communication
• Communicates to customers in a manner they deem helpful, considerate and informed
• Administration tasks if required
3. Complaint Handling
• Identifies when a customer is making a complaint and follows the agreed global complaint handling process
• Wherever possible aims to resolve the complaint during the first contact with the customer
• When passing the complaint to an appropriate owner, ensures accurate and full details are recorded in the correct system
• Ensures the customer is aware of who will contact them and when and of what the next steps will be
• Upon request, passes the caller directly to the appropriate complaint owner for action

- In accordance with company policy.