Customer Service Manager - Moving Relocations

Job Description & Role
Direct and manage all activities related to delivery of effective customer service
Liaise with Team Supervisors and their teams to assure best customer experience
Responsible for department P&L results
Lead business development and execution of growth plans
Arrange department structure according to requirements to assure smooth operations
Define objectives SMART targets and track performance of assigned team
Assign shipments and provide necessary support and training to the team
Identify business opportunities by identifying prospects researching and analyzing cargo options
Drive relationships with clients by providing support information and positive customer service experience
Identify and implement potential service improvements or new services by considering current industry trends and market activities
Share best practices organize training and facilitate development of the assigned team
Identify potential gaps in process and implement CAPA in collaboration with other stakeholders
Lead and role model a customer focused mindset across organization
Maintain close relationship with clients and provide KPI reports according to their requirements
Responsible for Monthly and Quarterly Business Review meetings with clients
Control quality service by establishing and enforcing organization standards
Build and own relationships with key partners and subcontractors

Key Skills
Logistics Management
Management
Operations Management

Additional Requirements
High School diploma or higher
Strong interpersonal skills with desire to help develop others
Exceptional management and communication skills
Previous experience of at least years from a senior freight forwarding role is necessary
Proven experience in freight forwarding in GCC region
Excellent knowledge of air ocean and road products
Knowledge of English language is necessary (Arabic is an advantage)
Experience with personal effect shipments is an advantage
Strong dispute and complaint resolution abilities
Flexibility on working time

Remote Work

No