- Client full communication mails, calls & direct follow up
- Order intake study
- Open & Close Shipments on the System
- Addressing Clients Concerns to OPS
- Resolving issues and complaints directly with Sales & Clients
- Providing information about services to Clients
- Overseeing and coordinating Export shipping processes (As per Export Process SOP)
- Keep clients updated about shipment status and any changes
- Collaborate with the operations team to resolve shipment-related issues
- Planning and scheduling shipments
- Customer Service will be added in shipping lines mails to interfere when needed
- Weekly Report to the clients
- Gather customer feedback to improve service delivery
- Conduct regular follow-ups with customers to ensure satisfaction, Retention & Analyze service metrics data and work towards improving customer service
- Train new customer service team members
- Develop and maintain customer service procedures and policies
- Assist the Commercial team in achieving the business targets through maintaining tight relations with key personnel within individual accounts
- Meet weekly/monthly targets of expanding business volumes within existing accounts through regular phone calls and periodic visits
- Clearly understand individual accounts’ needs to be able to meet the client’s service quality expectations.
- Receiving booking requests & confirmation from customers.
- Review booking details & record in assigned sheet (invoice sheet , running booking sheet)
- Record customers booking data on the dashboard system.
- Follow up with operation & customers the status of orders.
- Handling disputes with customers (delays, shortage, over cost,…).
- Follow up receiving updates of related documents, invoices of shipments orders, and update customers with it.
- Generate reports with the status of customers’ orders to the commercial manager.
- Ensure the SLA’s are being complied to at every stage of the execution process until the client is invoiced accordingly.
Bachelor degreeMin. 3 years Experience customer service - in( logistics , transportation , freight) industry.Advanced Computer Skills (MS Office).Advanced planning and result orientation skills.Advanced leadership & team performance management skills.Exceptional time management, verbal and written communication skills.Professional manner, presentable, punctual and strong ethical code.Professional in decision-making & problem solving.Proven ability to communicate effectively with team members and customers.Be numeric and be able to problem solve under pressure and work to tight deadlines.