Press Tab to Move to Skip to Content Link<br/><br/>Select how often (in days) to receive an alert:<br/><br/>Select how often (in days) to receive an alert:<br/><br/>Customer Success Leader (Freight) - Dammam<br/><br/>Job purpose<br/><br/>To build and maintain relationship with global clients to drive excellence in operations and efficiencies in projects delivery.<br/><br/>Customer Success Leader needs to have a proven track records in well freight operations management and customer relationship building.<br/><br/>Principal Accountabilities<br/><br/>Act as the main focal point for escalations. Ensure a solution is provided to each customer. You need to ensure the escalation are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.<br/><br/>Manage a team of 15 Freight Customer Service Specialists.<br/><br/>Develops relationships with allocated customers<br/><br/>Ensure the team follows customer service processes as per Operating Model<br/><br/>Excellent billing/finance understanding of the freight billing cycle and its requirements<br/><br/>Manage end to end shipment life cycle liaising with all internal and external stakeholders<br/><br/>Responsible for all KPIs and SLAs agreed with allocated customers<br/><br/>Process sales order in a timely manner including reviewing and checking orders according to established department policies and procedures<br/><br/>Takes and registers all customer complaints<br/><br/>Coordinate with team members to ensure processes followed are in line with contract<br/><br/>Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders<br/><br/>Acts as first contact point for customer escalations<br/><br/>Ensure seamless transaction liaising with Pricing and Billing teams.<br/><br/>Ensure the team follows regulatory and quality compliance as per Group polices and applicable local regulatory laws<br/><br/>Manage Team roster and shifts as per the shipment volume<br/><br/>Key Requirements<br/><br/>6 years’ experience in Freight Forwarding - mandatory experience<br/><br/>4 years’ experience of Customer Service preferably handling key business clients<br/><br/>Excellent product knowledge (ocean and air freight)<br/><br/>Working knowledge of transportation management systems (TMS)<br/><br/>Commercial acumen to drive sales<br/><br/>Ability to handle challenging situation in a composed manner<br/><br/>High self-motivation and ability to work independently and in a structured way<br/><br/>International exposure and cultural sensitivity<br/><br/>PMP or any related certification in supply chain is plus
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