Customer Success Leader (Freight) - Dammam

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Customer Success Leader (Freight) - Dammam

Job purpose

• To build and maintain relationship with global clients to drive excellence in operations and efficiencies in projects delivery.
• Customer Success Leader needs to have a proven track records in well freight operations management and customer relationship building.

Principal Accountabilities

• 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

Key Requirements

• 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
• PMP or any related certification in supply chain is plus