(Senior) Sales Support Executive (f/m/d)

About Us

What if your work could drive change in a globally established industry, shaping processes that touch every corner of the world? At Forto, we are at the forefront of change, harnessing the power of AI to revolutionise logistics. We want to reinvent digital supply chains to be transparent, frictionless and sustainable. From day one, our mission has been to simplify global trade – creating a seamless and efficient logistics process.

About The Role

The (Senior) Sales Support Executive plays a key role in delivering an exceptional customer experience through efficient onboarding, proactive account enablement and cross-functional collaboration. Positioned at the intersection of Sales, Operations, Technology (Product/Engineering) and Finance, the role ensures new and existing customers are effectively set up, supported and managed on Forto’s digital freight forwarding platform. The role operates within the local market while aligning with central process excellence initiatives, requiring strong operational expertise, stakeholder management and a deep understanding of customer and internal needs.

Key Responsibilities

• Own end-to-end customer onboarding and lifecycle management, ensuring accurate account setup across Salesforce, TMS and customer platforms, enforcing quality gates, and coordinating operational handovers including SOP creation.
• Act as a trusted advisor to Sales on platform functionalities, service capabilities and onboarding best practices, supporting opportunity identification (e.g. reporting, system integrations, sustainability solutions).
• Support Sales with pricing and quotation management, business reviews, and preparation of value-added insights beyond standard reporting.
• Manage customer support topics including system-related inquiries, platform demos, and creation of Service Improvement Cases (SICs) to drive issue resolution.
• Lead and support client integration projects, ensuring technical readiness and close collaboration with Product, Engineering, Operations and Finance teams.
• Drive cross-functional process improvements to enhance customer experience, service quality and digital adoption.
• Support new joiner mentoring and Sales enablement through process documentation, knowledge sharing and coordination of training with internal stakeholders.
• Ensure CRM data quality and governance, manage internal and external reporting, and enable data-driven decision-making for customers and local market teams.

Required Skills And Experience

• 3+ years’ experience in Customer Success, Operations, or Enablement, ideally in freight forwarding, supply chain, or digital platforms
• Experience in a start-up or scale-up environment is a plus
• Familiarity with Microsoft Excel, PowerPoint, Word or Google Workspace
• Basic knowledge of CRM tools, preferably Salesforce
• Strong communication and stakeholder management skills with a customer-centric mindset
• Proven ability to work independently and manage complex, cross-functional tasks
• Experience with customer integrations and platform enablement
• Able to work under pressure while maintaining structure, clarity, and attention to detail

Why work with us?

Our team is hard-working, constantly seeking to maximise the impact of their work, but we put our people first, always winning with care. We value efficient systems and swift, direct communication. We want everyone to have their time to speak, so that we can embrace diverse perspectives to help drive towards solutions always.