Customer Success Leader

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.
  • Customer Success Leader needs to have a proven track records in well freight operations management and customer relationship building.

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 selfmotivation and ability to work independently and in a structured way
  • International exposure and cultural sensitivity
  • Excellent English Verbal & Written skills
  • PMP or any related certification in supply chain is plus


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