Job Description1.Team Leadership & Development Set individual and team goals, conduct performance reviews, and provide constructive feedbackLead, mentor, and develop the business support and customer service team to improve performanceFoster a positive team culture that encourages collaboration, innovation, and continuous improvementSuccess Metrics: Achievement of team targets including KPIs related to customer satisfaction and salesPerformance Reviews : Achieve improvement in individual and team performance scores in annual or half yearly reviews. 2. Business Support Develop and implement sales strategies to meet business targets.Identify and pursue new business opportunities especially with GAC offices and agentsManage and maintain relationships with existing clients and key accountsProvide clients with logistics solutions, pricing, and proposal tailored to their needsFollow up on sales leads and ensure timely closure of dealsMonitor market trends and competitor activities to adjust sales strategies accordinglyContinuously evaluate and improve business support processes, implement strategies to streamline workflows and enhance productivitySuccess Metrics: Revenue Growth : Achieve or exceed Operating Income targetsNew Client Acquisition : Generate 2 new clients per month Time saved : quantify the time saved through new process implementation 3. Quotation/ Tender/ RFQ Response time Oversee the preparation and submission of accurate and timely quotationsMonitor and analyze quotation strike rates to identify trends and areas for improvementEnsure quotations are delivered to customers within the agreed response timeTo ensure effectively follow up on sales leads and convert them into salesSuccess Metrics: CIF terms- Quotation to be responded within 24 hoursDDP/ DDU terms to APAC – Quotation to be responded within 24 hoursDDP/DDU terms to Europe /US Quotation to be responded within 48 hours Tender/RFQ to be responded according to the submission dateline. Quotation strike rate with target of 30% with margin of min 15%. 4.Procurement & Supplier Management Manage relationships with suppliers to ensure the timely procurement of freight ratesNegotiate with suppliers to secure the best rates and termsMonitor supplier performance and address any service issuesSuccess Metrics: Cost Savings : achieved cost reductions through negotiationsSupplier Performance : maintain high supplier performance ratings, including on time delivery and service quality 5. Customer Service Management Together with Customer Service Supervisor to lead the customer service team to ensure high standards of service and satisfactionAct as the main point of contact for escalated client issues and concernsTogether with Customer Service Supervisor resolve customer inquiries and complaints efficiently and professionallyCollaborate with internal teams to ensure timely delivery of services and resolve any service-related issuesMonitor any analyze customer feedback to improve processes and service qualityContinuously evaluate and improve customer service processes, implement strategies to streamline workflows and enhance productivitySuccess Metrics: Zero Customer ComplaintMeet target response time : responding to customer emails and calls within 2 hours, troubleshooting and resolving problematic issues within 48 hoursZero cost impact on jobsEnsure zero error on invoicing & invoice costing. All invoices to be printed and dispatch out to customers within 7 days after job completion.Ensure cash customer pay same day the invoice generated or during handover of documentsEnsure all jobs are approved by 5th of each monthOperational efficiency : implement process improvements that reduce operational costs or time 6.Support Outdoor Sales & Branch Sales Activities Collaborate with the outdoor sales team to provide support for client quotationsAssist branch sales activities by coordinating with branch offices to ensure consistency in service and product offeringsShare market insights, customer feedback, and other data with outdoor and branch heads to improve their performanceSuccess Metrics: Sales Support Timelines : ensure outdoor and branch sales teams receive timely and accurate cost and quotationsSales Collaboration effectiveness : Track the contribution of the business support team to the success of outdoor sales (e.g. closed deals from joint efforts)Client Feedback : Positive feedback from outdoor sales team on the support providedBranch Sales Growth : increase in branch sales performance as a result of the support provided by the Business Support team7. Ad-Hoc Task Required Carry out all other activities as assigned by Line Manager & the management and perform any ad-hoc tasks as when required by the management.