Customer Service Manager

3 weeks ago

Riyadh, Saudi Arabia Unipart Logistics Full time

**About the Role**

Unipart Logistics is seeking a Customer Service Manager to take full responsibility for its KSA based Customer Service operation, providing Excellence in Customer care for our Client and building on new and existing networks to grow our Relationship.

As part of your key responsibilities you’ll:

- Manage prioritisation, escalation and resolution of support incidents to the development team
- Lead, supervise and Develop team of dedicated customer service and logistics Representatives
- Ensure the team follows customer service processes; from order entry to the delivery of goods
- Monitor the team for the achievement of the best results as per the set KPIs
- Determine best solutions for the issues, if any, escalated by the customers
- Provide backlog analysis and ensure accuracy of data provided to customer service manager and /or Finance team for forecasting process
- Manage the generation of open tickets to ensure all orders are generated for picking and packing
- Communicate and follow-up with the Operation team and other stakeholders
- Comply with the company's standard operating procedure (SOP) and quality policy
- Communicate with superior to improve department processes
- Perform any other tasks as and when assigned by the superior
- Develop, recommend and implement local strategies and plans for supply chain development to meet current and future business and customers’ needs, the cost and productivity targets
- Oversees the process work to ensure time and quality standards are met in accordance with SLA and within standard turnaround time with zero error
- Identifies critical business issues and develops workable solutions, consolidates, evaluates and implements the development processes
- Setting customer satisfaction targets and working with the team to meet targets consistently
- Analyse statistics and compile accurate reports

Processing:

- Perform order processing through various operations departments
- Perform shipping documentation and coordination
- Direct responsibility for the Unipart Customer Service team
- Perform shipping instruction submissions before cut off timings
- Indirect responsibility with Operations and other departments to ensure top class customer service to the customer
- Indirect support provided by the Operations department

**About You**

Essential:

- BS degree in Business Administration, Engineering or Management information system
- Minimum of 5 years’ experience in a leadership role managing a team
- Good interpersonal, communication and analytical skills
- Preferably specialised in Logistics/Supply Chain or Project Management
- High level understanding of all aspects of management, including client relationship
- Ability to identify opportunities and project manage these into deliverable improvements in service, cost or revenue for either the Unipart or the client
- Excellent communicator, at all levels and through all mediums - ability to interface and manage relationships at all levels in all markets across the territory
- Balancing service levels and Client expectations with budget and Unipart corporate plan commitments
- Analytical Thinking and Problem Solving
- Negotiation and Persuasion skills
- Customer service skills
- Excellent verbal and written communication skills
- Attention to detail
- Excellent knowledge of management methods and techniques

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