Marcos Queiroz

Experience

• 

  Ventana Serra

  Aug 2011 - Dec 2018

  Customer Service Manager

  Act as a senior point of contact for both internal and external stakeholdersFocusing on continuous improvement of processes and controlsEnsure the highest level of service is provided to internal, external customers and stakeholders drivingperformance to meet contracted service level KPIsFollowing directly the Customer Service activities for Key clientsCoordinate the daily customer service and operations team in the departmentPlanning and implementing services to follow up customer satisfactionProviding direction and feedback to team membersDeveloping and reviewing policies, programs and procedures concerning customer relations andgoods/services providedReview customer services and maintain sound customer relationsBe able to negotiate rates with shipping companies/airlines/transport companies targeting the mostcompetitive optionsHosting meeting with customers Show less

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  FJT LOGISTICS

  Jun 2019 - now

  Boost revenue growth: Actively pinpoint and chase sales opportunities to hit and surpass revenue targets.Nurture client relationships: Build and keep strong connections with key clients, focusing on understanding their needs and providing tailored solutions.Spot market opportunities: Analyse market trends and competitor activities to identify new sales opportunities and potential clients.Manage stakeholder communications: Act as the main point of contact for internal and external parties.Deliver top-notch service: Ensure high-level service delivery, meeting KPIs and exceeding customer expectations.Oversee key client operations: Manage customer service activities, data integrity, and revenue within Cargo-Wise EDI.Coordinate daily operations: Lead the customer service and operations team, managing urgent shipments and resolving complaints promptly.Guarantee compliance and performance: Enforce company policies, monitor staff performance, and contribute to branch performance reconciliation.Improve customer satisfaction: Implement service improvements, gather feedback, and maintain strong customer relationships.Provide team leadership: Give direction, feedback, and develop customer-focused policies and procedures. Show less Ensure smooth and timely freight process flowEnsure accurate and timely data entry into our operating systemTrack and trace shipments as requiredUtilise Process Monitors and Workflows on daily basisEnsure timely movement and delivery of freight to customers Ensure documents are timely sent to customer or broker for customs purposesEnsure accurate and timely client invoicingInteract with our customers in arranging their shipments, exceeding customer service expectationsContribute to maintain strong relationships with suppliers (airlines, trucking companies, and others)Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer’s policies / requirements.Understand department process flow, constantly looking for areas of improved efficiencyEnsure all customers' standard operating procedures are followed and updatedMeet KPI standards, as per the company proceduresOverseas communications, timely responses to emails and requests (internal and external) Show less

  • Customer Service Operations Manager

    Jun 2021 - now

  • Customer Service Representative

    Jun 2019 - Jun 2021