Freight forwarding is a service industry. The critical functions are sales, operations, and customer service. HR can make significant contributions to the service business in the following areas:
HR can help by determining and setting up core competencies by department and by individual positions.
HR can help by conducting job analyses and job evaluations.
HR can help by developing incentive schemes for sales staff based on sales results, team bonus systems for operations staff based on productivity gains, and bonus systems for customer service staff based on customer satisfaction index.
HR can help by conducting recruitments/selections using competencies and conducting effective induction programs for new recruits.
HR can assist the sales team by organizing training in critical areas such as service selling, customer relationship management, accounts planning/development/management, and sales presentation.
HR can support the customer service team by organizing training in customer servicing skills and handling customer communication.
HR can contribute by setting up performance appraisal systems, performance management systems, career planning and development, succession planning, talent management, and intranet product knowledge training for all staff.
HR can facilitate better understanding between sales and customer service teams by organizing joint monthly meetings and inviting a company's customer to share their experience.
HR can train sales managers in sales coaching/counseling to enable them to coach salespeople effectively on the job.
These are some of the areas where HR can help and support the operation.
Regards,
Leo Lingham