Customer Success Executive

at  Aramex

Job Title
Reporting To
Customer Success Executive
Product Manager
Department
Job Location
cs
-
Purpose of the Job
Focal Point of Contact with clients for freight related requests. Follow the end to end customer profile and maintain existing business. Procure the best rates from the airlines after identifying the best solution for the customer.

Job Responsibilities

• Provide Freight solution to the customer
• Develop relation with the customer
• Support client for any claim, payment issues or pending shipment.
• End to end follow up on shipment life cycle
• Provide support for the sales, to quote client and Follow on business award.
• Coordinate with multiple stakeholders internally
• Negotiate rates with carriers / agents and offices
• Achieve the over all freight numbers for the customers assigned
• Report any failure to the line manager and ensure client is updated on time.
• P&L monitoring and Job invoicing.
• Handle freight enquiries, quotations and coordination with local and international clients.
• Ensure improvement in On time delivery performance of the tradelanes serviced by Aramex
• Ensure Cargowise adoption & milestone status update integrity is 100%
• Monitor & manage airlines relations on a station level for a better buying power and lead negotiation of Adhoc or contracted rates to provide more competitive rates to customers
• Coordinate with regional pricing desk for RFQs, projects & tenders whenever required

Job Requirements (Experience and education)

• Bachelor’s degree in business or any other field
• 3-4 years of relevant working experience in the Air Freight Forwarding industry
• Knowledge about global tradelanes, airlines & air freight solutions
• Experience in Customer service and handling Key business client, airline & rate negotiation
• Cargowise experience preferred
• Excellent MS office skills: Word, Excel and Power Point
• Good commands in professional emails writing

KPIs

• Provide Freight solution to the customer
• Develop relation with the customer
• Support client for any claim, payment issues or pending shipment.
• End to end follow up on shipment life cycle
• Provide support for the sales, to quote client and Follow on business award.
• Coordinate with multiple stakeholders internally
• Negotiate rates with carriers / agents and offices
• Achieve the over all freight numbers for the customers assigned
• Report any failure to the line manager and ensure client is updated on time.
• P&L monitoring and Job invoicing.
• Handle freight enquiries, quotations and coordination with local and international clients.
• Ensure improvement in On time delivery performance of the tradelanes serviced by Aramex
• Ensure Cargowise adoption & milestone status update integrity is 100%
• Monitor & manage airlines relations on a station level for a better buying power and lead negotiation of Adhoc or contracted rates to provide more competitive rates to customers
• Coordinate with regional pricing desk for RFQs, projects & tenders whenever require