Customer Success Specialist

2 weeks ago


Al Hufūf, Eastern Province, Saudi Arabia Aramex Full time

Job purpose

  • To build and maintain relationship with global clients to drive excellence in operations and efficiencies in projects delivery.

Principal Accountabilities

  • Focal point for customer's freight shipping requests within the industrial sector.
  • Assist customers on status of their shipment, outstanding shipments or tracking.
  • Manage end to end shipment life cycle liaising with all internal and external stakeholders
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
  • Takes and handles customer inquiries, e.g. Track and Trace
  • Responsible for all KPIs and SLAs agreed with allocated customers
  • Takes and registers all customer complaints
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function
  • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
  • Ensure seamless transaction liaising with Pricing and Billing teams

Key Requirements

  • Min 2 years' experience in the Freight industry
  • 25 years' experience of Customer Service preferably handling key business clients
  • Good Express product knowledge
  • Working knowledge of transportation management systems (TMS)
  • Ability to handle challenging situation in a composed manner
  • Excellent English Verbal & Written skills
  • PMP or any related certification in supply chain is plus


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