Sales and Customer Service Employee

Important Note: We welcome communication from all interested individuals, but any request that does not meet the required standards mentioned below will be ignored.

Job Description:

Contributing to enhancing the customer experience and ensuring the smoothness of shipping and logistics operations, through direct dealings with customers, receiving their inquiries and requests, providing appropriate solutions, and coordinating with operations and warehouse teams to efficiently and professionally meet customers' needs. The sales and customer service representative manages shipping requests, tracks the status of parcels, handles complaints, and prepares quotations to achieve customer satisfaction and maintain the company’s image as a reliable logistics service provider.
He also contributes to expanding the customer base by providing consultative and marketing services, building long-term trust-based relationships, and committing to the company’s goals of achieving the highest levels of quality, timeliness, and operational efficiency.

Legal, Personal, and Behavioral Requirements:

1. Preference for holders of Turkish nationality

2. Legally residing in Istanbul

3. Excellent command of the Turkish language (mandatory condition)

4. Very good command of the English language (mandatory condition)

5. Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field is preferred.

6. Previous experience in sales, preferably in logistics, transportation, or shipping.

7. Proficiency in using CRM programs and Microsoft Office applications.

8. Knowledge of logistics services operations and shipping laws.

9. Excellent time management and organizational skills.

10. Excellent communication skills by phone, ability to speak tactfully and clearly.

11. Active listening and accurately understanding customer needs to provide suitable solutions.

12. Ability to persuade and influence to achieve sales targets and expand customers’ base.

13. High customer service skills through professional conduct, patience, and empathy with clients.

14. Commitment and reliability in performing daily tasks and meeting deadlines.

15. Ability to work flexibly to achieve monthly sales targets and comply with KPIs.

16. Flexibility and adaptability to company policies, market changes, and customer needs.

17. Problem-solving skills and making quick decisions in difficult customer situations.

18. Teamwork skills and collaborating with colleagues and other departments to achieve common goals.

19. Professional appearance and behavior reflecting a positive image of the company.

20. Attention to detail to ensure accurate data entry and order processing.

21. Self-motivation and the ability to maintain a high level of enthusiasm and energy during daily calls.

22. Commitment to company standards and the culture of safety and quality.

Required Tasks

1.   Interact with customers in a professional and positive manner, accurately responding to their inquiries to maintain a high level of customer satisfaction and company reputation.

2.   Full compliance with customer communication protocols during interactions, to ensure professionalism and to build trust- and respect-based relationships.

3.   Obtain all necessary shipment details from customers such as type, size, weight, pick-up address, and preferred pick-up time.

4.   Propose timing to customers that fits the driver’s schedule to ensure optimal operational efficiency.

5.   Register appointments using company-approved technology and provide clear, concise guidance to drivers regarding pickups.

6.   Confirm appointments with customers and promptly inform them of any changes to ensure understanding and proper organization.

7.   Monitor and update driver schedules on the CRM according to developments or customer requests.

8.   Collaborate with the warehouse and shipping team to ensure services are provided on schedule and with high quality.

9.   Maintain high-quality customer communication through standardized communication protocols.

10. Provide accurate information about shipment, logistics services, prices, and timelines.

11. Handle customer complaints effectively and provide quick solutions to ensure customer satisfaction and loyalty.

12. Record customer feedback in the CRM system to ensure continuous service improvement.

13. Achieve required monthly sales targets to contribute to the company’s growth objectives.

14. Maintain ongoing coordination with the operations team to ensure shipments and logistics services run smoothly.

15. Accurately record customer and shipment information in the company’s CRM system.

16. Conduct financial negotiations with customers regarding shipping and logistics services, successfully closing deals while fully adhering to the company’s policies and set pricing structures.

17. Ensure that all amounts related to a shipment or service, including invoices and payments, are settled before registering the transaction in the CRM as a sold or completed operation.

18. Handle any pending financial issues related to shipping or logistics service payments, whether for the company or clients, to avoid any potential delays.

19. Review and follow up on the customer lists resulting from marketing campaigns or referrals, to convert them into real opportunities and enhance the customer base.

20. Effectively market the shipping and logistics services offered by the company, focusing on highlighting their advantages to distinctly meet customers’ needs.

21. Build and maintain a strong and lasting working relationship with customers to ensure continuing contracts with the company and enhance their loyalty.

22. Have full knowledge of all the company’s services, as well as its policies and procedures to ensure a proficient performance that meets the approved standards.

23. Continuously monitor customer activities related to their dealings with the company, providing tailored solutions that meet and correspond to their expectations and needs.

24. Continuously follow market trends and analyze competitors’ offers to ensure innovative solutions that enhance the company’s competitiveness.

25. Accurately monitor the quality of services offered to customers, reporting any issues or delays promptly and formally to the relevant teams to ensure quick solutions and continuous performance.

26. Completely adhere to company policies and procedures, as well as legal obligations, in all dealings with clients to ensure transparency and credibility.

27. Ensure the protection of data privacy and confidentiality of information during the processing of clients’ data and at all stages of interaction.