Customer Success Specialist – Aramex , Dubai , UAE

Principal Accountabilities
The focal point for customers’ shipping requests for land, sea, and air freight. Coordinate with internal operations on all shipping requests.
Provide freight solutions to customers for land, sea, and air freight.
Develops relationships with allocated customers
Manage end to end shipment life cycle liaising with all internal and external stakeholders
Proactively informs the customer of the shipment status, and exceptions and provides intermediate updates on an 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 them directly or assigning tasks to other function
Acts as a first contact point for customer claims; supports the customer in notification and reception of claims, provides claims documents, collects required documents from the 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 in Customer Service preferably handling key business clients
Good product knowledge (land, sea, and air freight)
Working knowledge of transportation management systems (TMS)
Commercial acumen to drive sales
Ability to handle challenging situations in a composed manner
Excellent English Verbal & Written skills

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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