مدير خدمة العملاء Customer Service Manager

مدير خدمة العملاء Customer Service Manager

Our Client international company working in Freight Forwarding – Logistics & Supply Chain looking for Customer Service Manager
مدير خدمة العملاء Customer  Service Manager
مدير خدمة العملاء Customer  Service Manager 

Provide an overview of the job, its context, and the contribution that it makes.
The Customer Service Agents will be working in a busy fast paced Customer Service Department and the successful candidate will be responsible for liaising with and auctioning incoming calls from both internal & external customers, suppliers and Agents regarding Freight shipments/bookings.
It will also involve managing Key Account customers, answering their enquiries and queries, Tracing & Tracking Freight keeping customers updated at all times, acknowledgment of deliveries, collections and
bookings, data Entry and all Freight Administration and ensuring accurate costing and revenue’s are applied
to each shipment.
• Fulfill responsibilities of a Customer Service Agent as outlined in the position description above.
•Manage daily customer service activity within their respective customer servicing cluster.
• Serve as the first point of escalation for customer queries/problems that customer service representatives in the team are unable to close or resolve.
•Ensures customer service coordinators adhere to the company’s philosophy of personal and local CS
•Ensure staffing levels within their respective cluster are adequate to deliver required level of service.
• Provide tools and training required for servicing staff in order to deliver excellent customer service.
•Work closely with other Managers to develop sales and servicing strategies that enables the branch to meet its budgetary requirements
•Ensure all file closing is done in a timely manner across the servicing cluster, maximizing profitability and addressing issues that could affect profitability in the future.
•Communicate operational and commercial needs of the branch and the branch’s clients to overseas colleagues, guaranteeing operational consistency and customer satisfaction
•Ensure that all customer service cluster staff understand operational procedures and play an integral role in on-boarding clients, creating seamless transitions and maximizing client retention.
• Knowledge of Freight Forwarder Operations including the following:
• Basic IATA / NVOCC Knowledge
• FAA, TSA, FMC Regulations
• Export Regulations / AES
• General CBP Knowledge
• Clearance procedures / AMS - AAMS / POA
• Excellent knowledge of Microsoft office
Products, especially Outlook, Word, Excel and PowerPoint
• Attention to detail.
• Excellent business writing and verbal communication skills
• Quickly adapt & work with new Software • Function well as part of a team.
• 3-5 years of related experience in freight forwarding / NVOCC / Sales / Customer Service
Basic Requirements
1. Bachelor’s degree in any field.
2. Fluent in English and should be currently employed in the same or a similar field.
3. Flexible to travel and relocate as per company requirement
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