Customer Retention Manager jobs in Atlanta, GA

General Position Summary

This position is responsible to handle various customers’ requests and inquiries, and assists existing and new customers to meet their requests. 

Essential Job Functions

CUSTOMER SERVICE     

•    Undertake research for petitioner’s cargo transportation business through personal interviews, surveys, and other methods of direct or indirect contact with current and potential customers.

•    Gather data on competitors and analyze prices, sales, and methods of company’s customer service and compile raw data, evaluate it and make detailed recommendations respecting pricing of all cargo transportation services. Discuss with management to carry out decisions on the sales promotion and advertise the company’s commitment to quality and service with ads that pledge guaranteed customer satisfaction. 

•    Conducts organizational studies and evaluations in order to provide the best quality service for customers.

•    Handles various phone calls and emails from customers and overseas agents.

•    Provides quotation to the customers and rates to other branches/overseas office.

•    Support for import / export operation, and as necessary, become liaison between our operation and customer, to ensure providing excellent services.

•    Support for current customer at Southeast USA region, where ATL Branch’s territory.

CORPRATE SALES ADMINISTRATIVE DUTIES     

•    On monthly basis, using the system, run all sales’ revenue, cost, profit, shipment profile and compose report. 

•    Using the CRM system, run daily or semi-daily activity detail report and report to manager.

•    Administrative tasks to enter data into CRM may be assigned.

•    Additional tasks may be assigned.

MARKETING / ADMINISTRATIVE      

•    Conduct daily search of industry articles around the world, select articles that matters to Hankyu Hanshin Express USA Inc, as well as gather most up to date news from other branches and create newsletter for internal and external purpose on weekly or semi-weekly basis. If certain news are urgent in nature, hot release may be required on that day.

•    Gather information, using appropriate graphic and guideline to create marketing brochure for our company, Including new product, new promotion, new facility announcement, both English and Japanese.

•    Conduct daily or semi-daily search of industry competitor, prospects using Datamyne, and send sales leads to Corporate, Global, District Sales to follow up. It is also required to search and put together report using Datamyne when Corporate, Global, or District, and/or overseas partner requests such information.

•    Submits each report as scheduled.

OTHER & MISCELLANEOUS    

•    Any project that is assigned by supervisor/manager and/or the Company.

•    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 workplace.

•    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.

Job Dimensions (skills, knowledge & abilities)

Essential Job Dimensions 

Accuracy, Attention to Detail, Attendance& Punctuality, Clerical, Communication: Speaking, Reading and Writing in English, Confidentiality, Computer Usage, Confidentiality & Intellectual Properties, Customer Service, Decision-Making, Delegation, Ethics, Flexibility/Adaptability, Initiative/ Follow Through, Monitoring/Control, Multi-Tasking, Persuasiveness, Problem Solving, Product Knowledge, Team Participation, Vendor relationship.

Qualifications

Education & Work Experience

•    Associate’s Degree (A.A.) ;  or equivalent combination of education and experience.  

•    Two to three years of previous experience of Japanese company preferred in related field.

Tools & Equipment

•    General office equipment including phones, fax, copier, personal computer, etc.

•    Software includes the use of Windows operating system, MS Office.

•    Any tools, equipments, software that are required to be used. 

Certificates / Licenses

•    Any certificate or training records that are required by each department, position/title, or government agency. 

Supervisory Responsibilities

•    None