Customer Success Specialist
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Key skills for this role
About the Role
Aramex seeks a Customer Success Specialist to manage freight shipping requests and serve as the focal point for customer inquiries. The role involves tracking shipments, handling complaints, and ensuring seamless coordination with internal teams.
Key Skills for This Role
Responsibilities
- Serve as focal point for customer freight shipping requests within the industrial sector
- Assist customers on status of their shipment, outstanding shipments or tracking
- Manage end to end shipment life cycle liaising with internal and external stakeholders
- Proactively inform customer on shipment status, exceptions and provide intermediate updates on incident solution
- Take and handle customer inquiries, e.g. Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Take and register all customer complaints
- Drive solution of customer complaints by solving directly or assigning tasks to other functions
- Act as first contact point for customer claims; support customer in notification and reception of claims
- Ensure seamless transaction liaising with Pricing and Billing teams
Requirements
- Bachelor's degree in Business, Logistics or related field
- 2+ years of experience in freight
Full Job Posting
Purpose of the Job
- Formulate and execute strategic sales plans to maximize market penetration and profitability.
Job Description
- Focal point for customer’s freight shipping requests within the industrial sector.
- Assist customers on status of their shipment, outstanding shipments or tracking.
- Manage end to end shipment life cycle liaising with all internal and external stakeholders.
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
- Takes and handles customer inquiries, e.g. Track and Trace.
- Responsible for all KPIs and SLAs agreed with allocated customers.
- Takes and registers all customer complaints.
- Drives solution of customer complaints by solving it directly or assigning tasks to other function.
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete.
- Ensure seamless transaction liaising with Pricing and Billing teams.
Job Requirements Experience and Education
- Bachelors degree in Business, Logistics or related field.
- 2 years + of experience in freight is mandatory.
Skills
- Communication Skills
- Problem Solving
- Teamwork
- Time Management
- Negotiation Skills
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