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Customer Success Specialist


Job Description 

  • Focal point for customer's shipping requests.
  • Provide freight solutions to customers.
  • Develops relationships with allocated customers.
  • Manage end to end shipment life cycle liaising with all internal and external stakeholders.
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
  • Provides spot quotations and closes contract.
  • Takes and handles customer inquiries, e.g. Track and Trace
  • Responsible for all KPIs and SLAs agreed with allocated customers.
  • Takes and registers all customer complaints.
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function.
  • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
  • Ensure seamless transaction liaising with Pricing and Billing teams.

Key Requirements
  • 3-5 years' experience in Freight Forwarding / Freight in general - mandatory experience
  • 2-5 years' experience of Customer Service preferably handling key business clients
  • Good 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
  • Excellent knowledge in Microsoft offices
  • Excellent English Verbal & Written skills

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