Create a road map on how to manage transactional customers from service delivery standpoint for both freight and express/ecommerce. Transactional customers are customers with low volumes and low margins but are big in numbers.
Able to work within Global Business Setup
Analyze, review, deep dive into data, dashboard analytics in order to asses and evaluate current transactions and processes
Proven track record of achieving excellence across regional Control Towers
Strong Freight Forwarding and Express/Ecommerce knowledge
Lead a team of 50 to 60 people covering the GCC Region, and managing all transactions (service delivery) for this group of customers.
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.
Ensure the team follows customer success processes as per Operating Model
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
Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders
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
6 years’ experience in Freight Forwarding – mandatory experience
6 years’ experience of Freight and/or Express/Ecommerce Customer Service preferably
Excellent product knowledge (ocean, air freight, express, ecommerce)
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
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.