Customer Retention Representative processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Representative offers discounts or special deals as needed and within pre-established limits. Requires a high school diploma or equivalent. Additionally, Customer Retention Representative typically reports to a supervisor or manager. The Customer Retention Representative may require 0-1 year of general work experience. Possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. (Copyright 2024 Salary.com)
General Position SummaryThis position is responsible to handle various customers’ requests and inquiries, and assists existing and new customers to meet their requests. | |||
Essential Job Functions | |||
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· Handles various phone call and e-mails from customers and overseas agents.
· Handles and resolves various complaint and claims from customers.
· Coordinates inquiries and orders from customers and overseas agent with operation staff.
· Provides quotation to the customer and rate to other branches/oversea offices.
· Arranges and schedules pickup and deliveries.
· Tracks the shipments and announce customers and overseas agents for shipment status.
· Handles daily shipment arrangement such as scheduling a pick up, sending pre-alert document, tracing the shipment status, providing inquiring information with entry document.
· Updates shipment status, provides quote, and prepares any necessary information and documents of import shipment.
· Arranges pick-up and deliveries for import, export and domestic move.
· Sends the shipping pre-notifications to customers prior to shipments’ arrival.
· Issues billing for triangle shipments and domestic transportation and mails them out.
· Sends invoices to customers and overseas agents as requested.
· Maintains clients steady billing cycle; monitoring all shipment invoices states, informing outstanding invoices with backup documents if any.
· Maintains selling rates, monitors costs and provides service, negotiates the costs and selling rates with maximum profit.
· Visits clients for routing meeting, new business opportunities and etc.
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· Seeks constant improvement, more efficient and less expensive ways and means in work processes.
· Performs special projects and other miscellaneous duties as assigned by supervisor / manager.
· Maintains high ethical standards in the work place.
· Reports all irregular issues and problems to management for solution.
· Maintains good communication with other managers, staff & outside contacts.
· Complies with all company policies and procedures.
· Responsible for maintaining a clean and safe working area.
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0 Customer Retention Representative jobs found in Long Beach, CA area