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Customer Success Leader

4 weeks ago

Hofuf, 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 self-motivation 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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