§ Be a day-to-day contact for customer's operations team.
§ Know the procedures and be able to operate as a backup executive for an associated key account. Depending on the workload with main account, assist with the execution of operations of the associated key account.
§ Achieve superior customer satisfaction levels by ensuring that the service delivery meets the client needs and joint scorecard targets.
2. Customer Service
§ Establish and maintain good rapport and relationship with client's and customer's (where applicable) operations teams to ensure their continuous support and quick operations issues resolution.
§ Be an entry point for client's and customers' requests.
§ Ensure that we are servicing the customers with optimal service standards.
§ Ensure that customer's requests are addressed proactively and complaints are handled in a professional manner.
§ Prepare customer-related documentation in an accurate and cost-efficient way.
§ Create the invoices as per applicable service contract, send the bills to the client accurately and on time.
3. Operational Productivity and Performance
§ Serve clients professionally and efficiently at all times and in accordance with documented procedures and mutually agreed client requirements.
§ Ensure all global and regional policies are followed.
§ Manage operations to ensure error-free service and most efficient operation by ensuring processes and procedures are constantly evaluated and improved.
§ Maintain relationship with carriers and other subcontractors to support our services and ensure we are offering the best possible solution at the best possible cost.
§ To maintain the internal databases up to date and ensure high quality data entry in client-specific systems, Damco job costing and other legacy systems.
§ Communicate with transporters, carriers, warehouse and other 3rd party service providers for service requests, documentation and invoicing.
§ Effectively and independently solve arising operational issues.
§ Reporting to Key Account Manager
Key Performance Indicators
1. Timely and Accurate Operations : 50%
2. Invoicing Timeliness and Accuracy:30%
3. Customer satisfaction score: 20%
§ Be able to work independently.
§ Self-motivated and objective-oriented person.
§ Communication ability. Sound interpersonal skill.
§ Industry and market knowledge
§ Freight forwarding knowledge
§ Practical knowledge of computer - Specifically Excel
§ Bachelor degree
§ 1-2 years of experience from similar role
§ Arabic, preferred
For further queries, kindly reach out to email@example.com
With 10,800 professionals in over 300 owned offices around the world, Damco manages more than 2.5 million TEU of ocean freight and supply chain management volumes and more than 110,000 tonnes of airfreight, annually.