Control Tower Representative - KSA (Based in Lahore)

Job Description

About UsReady to change the world? We?re reinventing freight and logistics at Trella. Backed by a number of leading VC companies (YC, Maersk Growth, Algebra Ventures and Raed Ventures) and were looking for the best talent out there to help us build and scale our product offering. We aspire to create a step-change in the industry and we want you to be a part of the journey!We are innovative problem-solvers on this adventure together. Working at Trella means that you?ll be surrounded by colleagues who are constantly pushing boundaries, thinking ahead, and meeting the high standards we set for ourselves. When we build, we do so in a product-led way: we value our customer experience and scalability, and we prioritize how we build our product accordingly.Our PurposeAt Trella our Vision is to Empower our Communities to move Economies Forward, and were doing this by building a digital experience that provides our Shippers, Carriers and Teams with the right technology and platform that reduces the costs of moving goods ?> Simply, were trying to disrupt and reinvent trucking, and empower our economies. We have launched from Egypt to Saudi Arabia, Pakistan and UAE, and are looking to build and expand our footprint across the MENA-P region.ÿAs a Control Tower Representative, your main responsibility is to provide the best possible experience and maintain relationships with Trellas customers, including shippers, carriers, and teams.Your tasks will include handling escalations, coordinating with fleet partners, creating and assigning loads on our portal, managing prices, fulfilling referrals, and supporting the KSA Team. You will also be responsible for fulfilling Freshdesk tickets (a customer service ticketing tool) and calling drivers for daily updates twice a day.As an employee of Trella, you can expect to work in a fast-paced and innovative environment with colleagues who are dedicated to pushing boundaries and meeting high standards. The company offers flexible working hours, annual vacation days, biannual performance reviews, and development opportunities to support your growth within the rapidly expanding company.What Youll Do

• Timely and streamlined communication with the shipper and making sure that received demand has been translated into data
• All the relevant information regarding shippers should be available on the Internal Tool
• New and Ongoing shipments are to be covered properly and in a timely manner
• Managing contact with carriers to ensure timely updates regarding shipments
• Managing Ad Hoc tasks with the business-as-usual tasks
• Collection of good quality required documents by the Carrier/Vendorÿ
• Maintain professional and healthy environment within office premises and in virtual presence as well
• Escalation of cases to other departments and follow-up to resolve those issues with SLA
• Collection of required info from the carrier and adding those into internal tools
• Ensuring conversations are handled with empathy and professionalism with all stakeholdersÿ
• Communication channels to be used with stakeholders and cross-collaboration with other departments as well

• High School Graduated
• Fluent Arabic Speaker
• Minimum 2+ years in Account Management/ customer support
• Ability to use Google Sheets/ Excel
• Excellent Communication skills and deliver exceptional customer support
• Customer Obsessed

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