Owns and manages the customer experience of LCL product
Customers. Has responsibility for the end to end
customer experience in compliance with all company procedures.
Typically handles a large number of customers or larger, more complex
customers. Manages accounts with large business Impact: The level of
impact is defined by volume and/or revenue contribution to the cluster
scorecard. The customer often has a certain complexity. Typically
involves customers with specific needs outside the normal such as legal
requirements, documentation requirements, customs restrictions or
filling requirements, lack of e-channel use, specific booking
requirements, and/or special cargo/dangerous cargo etc. The person
furthermore exerts a behavior where he/she can work independently with
limited guidance and is capable of supervising others where relevant.
* Key responsibilities:
* Manages the end-to-end shipment process in compliance with all company
procedures.
* Looks after LCL product customers.
* Owns all customer issues and facilitates their timely and effective
resolution by engaging relevant internal stakeholders.
* Has at least three to five years of experience to fulfill the role.
* Who we are looking for:
* Strong interpersonal and communication skills.
* 3 years' experience in logistics and services is a must.
* Passion for LCL Customer Service.
* Pro-active person with a service-oriented mindset.
* Dedicated, decisive and result orientated with a can-do attitude.
* Likes to get it right the first time and can look ahead to avoid issues from happening.
* Able to work under pressure while keeping quality in focus.
* Comfortable with Change Management and capable of delivering high quality before, during and after transformation.
* Comfortable with working with multiple items at the same time whilst keeping quality in focus.
* Well organized, efficient, and effective.
* An excellent team player, while also able to work independently
* Good moral compass and ability to work within the Company's values
* Fluent in English and Arabic
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