Job Description

Objective / Purpose of the Role
The Air Product team function is part of the commercial driver of our growth. The purpose of the department is to win and develop business from the network. The department supports the global network in winning, retaining, and developing profitable business to and from the United Kingdom by Air mode.

Working as part of the Air Product team, the Air Product Co-ordinator will work effectively as a member of the Product team. Support your line manager and ensure customers demands are met. Covering, but not limited to, forwarding activity, quotations, billing queries and reporting - delivered to the highest standard in a speedy/responsive timeframe. Responsible for managing commercial rates submitted by Sales, Operations, Network and Customer Service quotations.

Dimensions and Quantities:
· Reporting to the Air Product Manager - Freight Forwarding
· Based - LHR
· Full Time 37.5 hours per week (Monday to Friday 0900-1730)
· Direct Reports - Air Product Co-Ordinator

Key Activities / Accountabilities:
· General
- Abide by Company Code of Conduct and all other policies and procedures at all times, maintaining a professional approach, behaviour and confidentiality at all times.
- Show a willingness to undertake additional roles to meet the needs of your department and colleagues.
- Participation in the creation, development, and execution of the Business Development strategy within the Commercial & Business Support function.
- Identify and report optimization possibilities in approach, processes and policies
- Act as a representative of your department and the Company, promoting a professional image at all times.
- Model the company values in day to day interaction internally and externally
- Support product, network, sales, and branches in achieving their respective business objectives in the most efficient and effective way possible.
- Ensure all department activities are made in accordance with industry best practice, ISO, standard operating procedures, regulatory compliance and H & S.
- Complete all available Company training modules relevant to your sales function, consult with superior.
- Update your job knowledge through access to company and local training showing a commitment to continual professional development.
- Ensure that you have an excellent understanding and working knowledge of all aspects of Health and Safety. Familiarise yourself with the rest of the Health & Safety Manuals as appropriate, including Risk Assessments and COSHH.
- Keep the working environment clean and tidy at all times.
- Optimize communication between teams.
- Any other duties as required by management.
- Respond to and action all network requests for quotation.
- Ensure all network quotes are responded to within defined SLA time frame.
- Work with the line manager to increase the success rate of our wins.
- Ensure all follow up processes are managed to ensure premium service to our customers.
- Issue quotations in a single format/system, and record for customer account record.
- Follow-up and report monthly on success of quotes provided
- Maintain database/spreadsheet solution for current rate pricing by customer or route.
- Support in the completion of local, regional, and global tenders sourced in the UK and received by the UK from the network
- Provide technical knowledge / support to the business and network
- Analyse volume and pricing data from clients and network to guide commercial decisions
- Update and maintain pricing databases and tools
- Participate in projects related to improving pricing tools, processes, and competitiveness
- Identify and transfer sales leads from network to appropriate sales teams.
- Work with product, suppliers and branches to provide competitive and commercially viable service offerings for new and existing customers.
- Maintain and develop relationships with UK Sales, Product and Branch Managers to ensure pricing is accurate, speedy, and reflective of the UK service offering.

· Customer Service
- Ensure all your actions support or enhance the team remit to create customer loyalty and growth
- Ensure all service requirements are met and identify any best practise to increase efficiency.
- Ensure all customer reports are delivered correctly on time.
- Ensure all system processes and updates are actioned promptly.
- Work with our local and overseas colleagues/partners to ensure the best service is provided to our customers.
- On board new customers and ensuring their experience with the Company systems is positive.
- Create new customer SOPs with Sales owner, transfer and sign off with operations to create agreement and awareness of requirements before business start.
- Customer SOPs must be maintained/shared and any operational challenges efficiently resolved.
- Manage and action customer complaints, issues and escalations to ensure customer full satisfaction.

· Compliance
- Achieve specified conversion rate objectives
- Ensure systems usage and compliance by recording quotes in systems.
- Ensure proper & timely handover of bookings, customer contract agreements and relevant details to all involved with operations and customer service.
- Provide complete and timely information regarding new business to concerned parties within network.
- Support line manager with monthly KPI reports as agreed.
- Ensure you always work in a proactive manner.
- Cross train in all areas of the Customer Service team to provide ongoing service support in busy times or when short staffed.

· General
- Abide by Company Code of Conduct and all other policies and procedures at all times, maintaining a professional approach, behaviour and confidentiality at all times.
- Show a willingness to undertake additional roles to meet the needs of your department and colleagues.
- Complete all available training modules relevant to your sales function, consult with superior.
- Update your job knowledge through access to company and local training showing a commitment to continual professional development.
- Any other duties as required by management.
- Ensure that you have an excellent understanding and working knowledge of all aspects of Health and Safety. Familiarise yourself with the rest of the Health & Safety Manuals as appropriate, including Risk Assessments and COSHH.
- Keep the working environment clean and tidy at all times.

PERSON PROFILE
Essential Technical experience:
· Vocational working and thinking level
· Strong numeracy skills
· Experience in freight forwarding and logistics industry
· Good knowledge of freight products & operational processes (import and export)
· Good communication / telemarketing and negotiation skills
· High level of MS Excel skill
· Fully PC literate and able to use various platforms & software
· Customer Satisfaction and entrepreneurial mind set
· Fluent in written and spoken English

Required Behavioural Competencies:
· Able to build credible relationships with others
· Able to work collaboratively as part of a team
· Effective written and verbal communication skills
· Able to plan and prioritise workloads is essential
· Creative ideas on improvements within the recruitment function
· Ability to take responsibility for own workload
· Ability to work in a fast paced environment with variable & simultaneous requests being made
· Self-motivated and enthusiastic approach to work at all times

Salary based on expereince

* We are only able to accept applications from candidates with previous experience for this role.
If you do not hear from us your application has been unsuccessful.