وظائف شاغرة لدى شركة ارامكس
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 15 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