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Head Of Customer Service

1.00 to 10.00 Years   Jeddah , Saudi Arabia   15 Jul, 2021
Confidential Company
1 Jobs Openings
Job LocationJeddah , Saudi Arabia
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryDistribution, Supply Chain & Logistics
Functional AreaNot Mentioned

Job Description

Main Job PurposeEnsure consistently high-quality customer services for the companys customers and maintain the relationship with them in order to improve customer satisfaction & boost loyalty.AccountabilitiesCustom Clearance:

  • Manage customs clearance process, employees interactions with external parties (Saudi Customs, SFDA, GAZT, Etc.) in order to clear client?s shipments in a timely manner.
  • Ensure that the customs clearance process with vendors is done on time and manage the interactions between the team and the vendors as well as double-checking invoicing is done properly with the relevant documents to ensure smooth clearance of shipment for our clients.?
Customs Group?
  • Validate reports received from the team as to the status of shipments up for inspection and support implementation of the inspection booking process to ensure smooth operations.?
Port-to-door and Port operations?
  • Manage employees interactions with the customers by following up on the emails and reports provided to the clients and checking for any delays or shortcomings to ensure that the clients are updated properly and in a timely manner.
  • Manage interaction with the operations team to ensure smooth execution of clients shipments through providing the operations team with the proper documents, clear instructions, and system entries.
  • Approve petty cash transactions with finance and take required actions to close petty cash requests related to port-to-door shipments to ensure smooth operations for customers shipments.
  • Review and investigate cases whereby the company has incurred penalty fees during shipment executions to ensure that the case is not repeated, and the root cause is remedied and finalize the cases.?
Invoicing
  • Follow-up with the teams to ensure that customers? invoices are being created and submitted in a proper and timely manner to ensure that the cash flow of the organization is not affected by any delays.
  • Review and Approve all credit notes and debit notes issued by the customer service team to ensure compliance.
Department Management:
  • Manage the performance of the assigned team through monitoring the KPIs achievement, coaching, following up any obstacles, provide performance feedback and conversations, coaching?etc. to ensure the achievement of the set objectives.?
  • Develop the business processes and SLAs that govern the relation and interaction with internal and external parties (e.g. LCL 2nd LEG process, PTD Policies, Aramco Project SOW, etc.) in order to ensure smooth operations.?
  • Maintain and develop relationships with external parties by attending monthly reviews with Nestle, Multiple meetings with DB Schenker, frequent visits to freight forwarders warehouses, etc. in order to ensure the quality of services provided and maintain LogiPoint?s image.??
Employee?s duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.External Relationships
  • Customers
  • Governmental Entities?
  • Shipping lines
  • Suppliers
  • Freight forwarder

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