Carolina Atenas, Sales Support Supervisor International Line
The Sales Support area is essential for the success of a logistics company, acting as the bridge between the clients and the logistics operation. Efficiency in managing quotes and personalized attention are essential to building strong and lasting relationships with clients, fostering their loyalty and continuity with the services.
The main difficulties and challenges in this area lie in the need to handle multiple requests in a short period of time, adapt to market fluctuations, and ensure accuracy in the quotes. Overcoming these challenges requires a combination of advanced technology, continuous training, and a strong customer orientation.
The Sales Support area should consist of people specialized in foreign trade, focused on different market segments, traffic, and types of clients. This team should be led by a coordinator who supervises and provides technical support. The definition of this area is characterized by its agility, accuracy, and personalization in customer service, ensuring that each request is handled efficiently and that clients receive accurate and quick quotes, thus strengthening the relationship and trust with them.
The hallmark of the Sales Support area is the ability to combine advanced technology with a human and personalized approach; using digital tools to streamline processes and improve the accuracy of quotes, but also placing a great emphasis on personalized attention. Having a network of agents trained to understand the specific needs of each client and their requirements to offer tailored solutions is another requirement for successful management.
It is essential to constantly measure client satisfaction indicators. Today, the measurement mechanisms include advanced CRM systems that track all interactions with clients and allow real-time feedback. Evaluations are conducted under standardized protocols that include response time analysis and follow-up on resolving issues. This data should be regularly analyzed to identify areas for improvement and adjust strategies accordingly.
Additionally, Sales Support is not only responsible for quoting rates, but also for explaining to clients the current situations of different origins and destinations during times marked by climatic, geopolitical, and social contingencies that impact service values and frequencies. It is a very specialized area that stays updated on global situations that affect logistics, from geographical conditions to economic and political events.
In summary, a successful Sales Support strategy in the logistics industry must focus on efficiency, accuracy, and service personalization. Continuously evaluating strategies and implementing significant improvements in process automation and team training is essential. This way, response times are reduced, work accuracy is increased, and client satisfaction is improved. However, there is still work to be done in this industry, especially in integrating new technologies and expanding data analysis capabilities to better predict and respond to clients’ needs.
