Mohamed KONE

A growth in market share for Safmarine
Plan, organize, communicate & execute sales activities
New & existing client base serviced
Customer needs identified & presentations / proposals presented
Strategic alliances formed with customers resulting in customized service packages
Report accurately on customer visits in CRM with appropriate follow-ups
New business identified, evaluated and secured
Lost business identified, evaluated and where relevant regained
Price and profit relationships understood & negotiated
Meet & exceed Sales Budget
Administration and reporting procedures followed
Drive e-commerce adoption amongst clients. Work in tandem with local “e-com delivery team” on enhancing e-platform functionality based on customer feedback.
Ensure outstanding freight & detention is within given timeline as per agreement with the clients
Submit inputs for monthly sales report and other Ad-hoc reporting as required in a timely manner.
Ensure that Customer Service Team are kept up-to-date with latest Client developments which may affect Client priority on e.g. supply, space or rolling lists etc
Excel in assignments given to you and be a role model for your colleagues
Drive implementation of process best practice and improvement initiatives as required by Sales Manager
Keep management abreast on market and competitor analysis or changes in operational and organizational setup that impact Safmarine’s market status positively or negatively

Ensures the promotion and the application of the strategy of differentiation of Safmarine in Africa
Organizes and animates workshops in Africa on the “service according to Safmarine philosophy”.
Live the company values;
Ensures the promotion and the application of the strategy of differentiation of Safmarine in Africa
Organizes and animates workshops in Africa on the “service according to Safmarine philosophy”.
Be a main driver in achieving the company vision and missions;
Deliver and where possible exceed targets as set out in my Key Performance Indicator’s;
Adhere to booking acceptance policy;
Receive, verify and record import shipping orders;
Deal with Cross Booking and Sales lead;
Input systems with correct routing, vessel, MARS no. and all proper information;
Confirm/acknowledge booking to external accts within timeframe;
Clear the pending tray in systems within timeframe;
Customer data base update for new client;
Coordinate product catalogue error and mis-product;
Amend system timely for cancelled/delay/rolling cargo according to instruction within timeframe;
Special cargo request and arrangement in system;
Ensure the Standard Operation Procedure of special cargo (like dangerous, out of gauge, reefer) timely follow up;
Adhere to relevant capacity Standard Operation Procedure, cooperate with space coordinator to ensure Space control properly to maximum utilize the space allocated;
Provide second leg mother vessel information to barge operator and arrange Change Of Vessel if necessary;
Inform clients and overseas office of the rolling and pro-actively assist accounts to find best solution to minimize the impact;
Take the ownership of Client’s Standard Operation Procedure and ensure that all systems are fully updated timely;
Ensure sales are up to date on ALL issues for accounts under sales control;
Proper follow up for FOB customers;
Handle customer complaints and Maersk claims promptly and sensitively in accordance with prevailing company policy;
Communicate with client or booking agents on the critical process change and all relevant notices;
Ensure that the customer receives a clear and courteous reply without undue de

To implement the Customer Services policies within the organization and to ensure that Customers receive best possible service from staff at all times
Select team members and optimize the team
Prioritize and set objectives
Delegate and follow up
Coach and develop direct reports
Assess performance and hold direct reports accountable
Ensure smooth running of both Export and Import customer service departments inline with Company protocols
Ensure all Supervisors have their staff trained in relevant systems, company policies are followed
Ensure E-com is promoted within the department
Liaison with Centre and other Agency Managers on Customer Service issues and best practice
Projecting a professional company image at all times
With the Supervisors ensure management of department Customer Service Agents is consistent, agree on replacement staff,
Staff appraisals of company culture

Ensure Key Performance Indicators are monitored and achieved
Map customer requirements
Continually review processes within the team with a view to improving efficiency
Act as a change manager for changes affecting the team
Provide support and guidance to team members in dealing with external and internal customers
Act as a communicator to internal and external stakeholders
Responsible for knowledge level of the team
Plan and attend customer visits
Resource management (manage workload in conjunction with EXP MNG)
Consultant for Customer Management team
Promote ecommerce (increase our ecommerce share)
Responsible for the CBI process
To manage, guide, coach and assist the Export Care team in providing excellent customer service, and to build and strengthen relationships with customers

Receive and handle bookings and for arranging further transportation of the cargo as requested by the customers
Solve operational and / or documentation matters that require attention
Prepare invoices.
Released invoices and the bills of lading to customers
Quality control of processes performed within Customer Service and related departments
Answer telephone enquiries
Resolve unanswered customer telephone enquiries
Contact customers for missing information
Contact customers to give update about shipment