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 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
