Head Of Customer Service

الوصف الوظيفي
Main Job Purpose

Ensure consistently high-quality customer services for the company’s customers and maintain the relationship with them in order to improve customer satisfaction & boost loyalty.

Accountabilities

Custom Clearance:

Manage customs clearance process, employees interactions with external parties (Saudi Customs, SFDA, GAZT, Etc.) in order to clear client’s shipments in a timely manner.
Ensure that the customs clearance process with vendors is done on time and manage the interactions between the team and the vendors as well as double-checking invoicing is done properly with the relevant documents to ensure smooth clearance of shipment for our clients.

Customs Group

Validate reports received from the team as to the status of shipments up for inspection and support implementation of the inspection booking process to ensure smooth operations.

Port-to-door and Port operations

Manage employee’s interactions with the customers by following up on the emails and reports provided to the clients and checking for any delays or shortcomings to ensure that the clients are updated properly and in a timely manner.
Manage interaction with the operations team to ensure smooth execution of clients’ shipments through providing the operations team with the proper documents, clear instructions, and system entries.
Approve petty cash transactions with finance and take required actions to close petty cash requests related to port-to-door shipments to ensure smooth operations for customers’ shipments.
Review and investigate cases whereby the company has incurred penalty fees during shipment executions to ensure that the case is not repeated, and the root cause is remedied and finalize the cases.

Invoicing

Follow-up with the teams to ensure that customers’ invoices are being created and submitted in a proper and timely manner to ensure that the cash flow of the organization is not affected by any delays.
Review and Approve all credit notes and debit notes issued by the customer service team to ensure compliance.

Department Management:

Manage the performance of the assigned team through monitoring the KPIs achievement, coaching, following up any obstacles, provide performance feedback and conversations, coaching…etc. to ensure the achievement of the set objectives.
Develop the business processes and SLAs that govern the relation and interaction with internal and external parties (e.g. LCL 2nd LEG process, PTD Policies, Aramco Project SOW, etc.) in order to ensure smooth operations.
Maintain and develop relationships with external parties by attending monthly reviews with Nestle, Multiple meetings with DB Schenker, frequent visits to freight forwarders warehouses, etc. in order to ensure the quality of services provided and maintain LogiPoint’s image. 
Employee’s duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

External Relationships

Customers
Governmental Entities
Shipping lines
Suppliers
Freight forwarder

المهارات
Education

BSc in Relevant field

Experience

5 years of experience in the same scope
CLTD, CSCP, PMP (Preferred)
EDI Implementation Experience (Preferred)

Computer Skills

MS Office Suite

Languages

English
Arabic

تفاصيل الوظيفة
منطقة الوظيفة جدة, المملكة العربية السعودية
قطاع الشركة التوزيع والخدمات اللوجستية وسلسلة التوريد
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 5
منطقة الإقامة المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/head-of-customer-service-4387830/