Senior Customer Success Specialist

at  Aramex

Purpose of the Job
Well organized, able to handle stress, with experience in quoting, customer service and operations.
Knowledge of local and international requirements and regulations. Focal Point of Contact with clients for freight related requests. Follow the end to end shipment cycle, maintain and retain customers profiles and existing business. Procure the best rates from the airlines after identifying the best solution for the customer.

Job Responsibilities

• Identify the correct type and number of required equipment
• Provide Freight solution to the customer
• Develop relation with the customer
• Handle freight enquiries, quotations and coordination with local and international clients
• Provide support for the sales, to quote client and Follow on business awarded and lost business
• P&L monitoring and Job invoicing
• Support client for any claim, payment issues or pending shipment
• Manage shipment from origin to destination to ensure customers’ satisfaction
• Coordinate with multiple stakeholders internally
• Negotiate rates with carriers, agents, offices and service providers
• Achieve the overall freight numbers for the customers assigned
• Report any failure to the line manager and ensure client is updated on time manner
• Capability to handle freight forwarding operations & customer service independently without supervision
• Maintaining daily and regular reports
• Ensure improvement in On time delivery performance of the tradelanes serviced by Aramex
• Ensure Cargowise adoption & milestone status update integrity is 100%
• Monitor & manage liner 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 Sea Freight Forwarding industry
• Knowledge about global tradelanes, liners & sea 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

• Revenue Growth per product
• GP % per product
• Win ratio
• On time billing

• Identify the correct type and number of required equipment
• Provide Freight solution to the customer
• Develop relation with the customer
• Handle freight enquiries, quotations and coordination with local and international clients
• Provide support for the sales, to quote client and Follow on business awarded and lost business
• P&L monitoring and Job invoicing
• Support client for any claim, payment issues or pending shipment
• Manage shipment from origin to destination to ensure customers’ satisfaction
• Coordinate with multiple stakeholders internally
• Negotiate rates with carriers, agents, offices and service providers
• Achieve the overall freight numbers for the customers assigned
• Report any failure to the line manager and ensure client is updated on time manner
• Capability to handle freight forwarding operations & customer service independently without supervision
• Maintaining daily and regular reports
• Ensure improvement in On time delivery performance of the tradelanes serviced by Aramex
• Ensure Cargowise adoption & milestone status update integrity is 100%
• Monitor & manage liner 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