Forming part of Cassar & Cooper Group, BAS Limited offers a comprehensive range of freight forwarding and logistics services. It has been the exclusive agent for the air and ocean division of DHL Global Forwarding in Malta since 2000, and benefits from the biggest freight forwarders’ network in the world, drawing on their expertise and leading position.
Zooming in on BAS Ltd’s service offering, General Manager Mario Debono begins by highlighting the importance of the customer service department, describing the team as key to supporting sales and customers. “They are the first point of contact for customer enquiries on how to transport their specific cargo,” he explains.
During 2023, the company appointed Key Account Executives whose role it is to identify key accounts and support these customers in a variety of ways. This involves developing and maintaining relationships, negotiating and closing deals, as well as resolving issues and complaints. “They are responsible for developing plans on how to solve logistics issues, as well as implementing procedures and handling exception management.”
Among them is Mark Chetcuti, who started out in the industry as a customer service clerk, taking bookings for collections and handling customer queries. From there, he quickly progressed through various roles, becoming Export Manager and eventually Operations Manager at different companies.
“Within my current position as a Key Account Executive at BAS Ltd, I play a role in managing and nurturing relationships with key clients, quoting and understanding their needs, often serving as a liaison between the client and our internal teams to give the best service. This demonstrates not only my expertise in logistics but also my skills in customer relations and effective communication,” he explains.
Alongside Mark is Lívia M Nogueira, whose career in the international trade industry began in Brazil. Her background consists of working with freight forwarders and airlines, dealing with sea freight shipments as well as air shipments, import and export processes, which has given her an in-depth understanding of logistical challenges and opportunities in these areas.
“In 2019, I decided to take up the challenge of working in Malta, and have since updated my logistics knowledge. With more than 10 years’ experience in the operational department, I now focus on sales and high-value customer management,” she explains, adding, “this new challenge involves building and nurturing relationships with customers, which requires effective communication, empathy, a deep understanding of the client’s industry, and a proactive approach, which are key components in ensuring customer satisfaction and trust.”
Lívia M Nogueira
As a key account executive, it is essential to keep up to date with industry trends and regulations, she continues, as well as consistently developing and refining strategies for cost management and route optimisation, contributing to the overall success of the business.
Together with BAS Ltd’s Customer Service department, the Key Account Executives support Sales Executive Norbert Caruana, who, on many occasions is the first point of contact for new customers.
Forming part of the Group of Companies since 1995, Norbert’s initial role was of Customs Clearance Co-ordinator at Cassar & Cooper, later becoming involved in freight forwarding co-ordination and successively held the role of Import and Export Supervisor. This wide operational spectrum, he believes, facilitated his eventual move to the Sales Department.
Norbert’s present role of Sales Executive goes beyond attracting new business to the company, he explains. “Internally, I facilitate the process between the selling stage and the operational stage, ensuring a smooth transition and helping to build the relationship between the customer and our Operations,” Norbert says, so meeting existing clients, measuring their satisfaction and implementing changes when necessary is the order of the day. “Pricing, compiling selling rates and making the best use of our selling tools also fall under my responsibility, and I am aided by an internal set-up of experienced Sales Agents,” he continues.
“One way of improving our level of service is by listening to what the customer is expecting and trying to build bridges between both parties. Trust takes a long time to build, so one of my roles is to keep frequent contact with our regular customers, whose requirements and expectations may change since we are operating in a fast-changing environment,” Norbert adds, noting the importance of ensuring that clients not only feel at ease while dealing with BAS Ltd, but also exchanging knowledge and experiences by giving advice and offering different options and solutions.
With regards to attracting new business, apart from organising sales visits, Norbert also attends networking events, business seminars and other activities which expose the company’s service portfolio to the local industry.
With a view to helping the team achieve their goals and serving customers to the best of their ability, the company has also recently installed software which has integrated CRM and Transport Management, allowing BAS Ltd to offer customers access through a portal or from an app on their phone. Elucidating on how this betters the service provided to customers, General Manager Mario Debono affirms, “with our new software, having such functions integrated means that we now have all contact and operation streamlined from the moment an opportunity becomes a sale right up until the shipment is delivered and billed. We have information updated in real time on shipment information, and customers can also log on to our portal, track shipments and view status updates. They can also pull historical reports and download shipping documents related to their consignments.”
And as BAS Ltd forges forward, that’s not all they have in store. “Plans for 2024 include the implementation of a new strategy for our road freight business in conjunction with DHL, further improving our staff’s skills through training, upgrading our offices and preparing a Green Strategy,” Mario maintains – so there’s a lot to look forward to!
Main Image:
