Principal Accountabilities
Act as the main focal point for escalations. Ensure a solution is provided to each customer. You need to ensure the escalation are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.
Manage a team of Freight Customer Service Specialists.
Develops relationships with allocated customers
Ensure the team follows customer service processes as per Operating Model
Excellent billing/finance understanding of the freight billing cycle and its requirements
Manage end to end shipment life cycle liaising with all internal and external stakeholders
Responsible for all KPIs and SLAs agreed with allocated customers
Process sales order in a timely manner including reviewing and checking orders according to established department policies and procedures
Takes and registers all customer complaints
Coordinate with team members to ensure processes followed are in line with contract
Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders
Acts as first contact point for customer escalations
Ensure seamless transaction liaising with Pricing and Billing teams.
Ensure the team follows regulatory and quality compliance as per Group polices and applicable local regulatory laws
Manage Team roster and shifts as per the shipment volume
Key Requirements
6 years’ experience in Freight Forwarding – mandatory experience
4 years’ experience of Customer Service preferably handling key business clients
Excellent product knowledge (ocean and air freight)
Working knowledge of transportation management systems (TMS)
Commercial acumen to drive sales
Ability to handle challenging situation in a composed manner
High self-motivation and ability to work independently and in a structured way
International exposure and cultural sensitivity
Excellent English Verbal & Written skills
Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.