Customer Service Leader – Aramax , Abu Dhabi , UAE

Principal Accountabilities
Act as the main focal point for escalations for assigned set of customers in one or multiple geographies. Ensure a solution is provided to each customer. You need to ensure the escalations are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.
Manage a team of 5 to 12 Freight Customer Success Specialists.
Ensure the team follows customer success processes as per Operating Model
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 or internal SOPs
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
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 / geography

Key Requirements
6 years’ experience in Freight Forwarding – mandatory experience
4 years’ experience of Customer Service preferably handling key business clients
3 years’ experience in managing people
Excellent product knowledge (ocean, Land and air freight)
Working knowledge of transportation management systems (TMS)
Commercial acumen
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
Location – Abu Dhabi, UAE

Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

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