Job Description

Roles & Responsibilities

The Customer Success Specialist is responsible for managing assigned customer accounts and ensuring the delivery of an outstanding customer experience throughout the customer lifecycle. The role serves as the main point of contact between customers and Starlinks, working closely with Operations, Warehousing, Transportation, Finance, and Commercial teams to ensure service excellence, operational efficiency, and customer satisfaction. The successful candidate will proactively manage customer relationships, monitor service performance, resolve issues, drive continuous improvement, and support customer retention through effective communication and collaboration.

Main Job Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts.
• Build strong, long-term relationships with customers.
• Understand customer business requirements and operational needs.
• Maintain regular communication with customers and provide timely updates.
• Conduct customer meetings and business reviews.

Customer Experience Management

• Deliver a high standard of customer service across all interactions.
• Monitor customer satisfaction and identify opportunities for improvement.
• Manage customer expectations through proactive communication.
• Support customer onboarding and implementation activities.
• Develop action plans to improve customer experience and account performance.

Operational Coordination

• Coordinate daily with Warehouse, Transportation, Operations, Finance, and Commercial teams.
• Follow up on inbound, outbound, inventory, transportation, and delivery activities.
• Ensure customer requests are completed within agreed timelines.
• Track operational issues until full resolution.
• Escalate critical issues when necessary.

SLA & Performance Management

• Monitor customer KPIs and contractual Service Level Agreements (SLAs).
• Track operational performance and compliance.
• Investigate SLA breaches and coordinate corrective actions.
• Maintain customer performance scorecards.
• Support continuous improvement initiatives across customer accounts.

Complaint & Escalation Management

• Manage customer complaints and escalations from receipt to closure.
• Coordinate investigations with internal departments.
• Perform root cause analysis and ensure corrective actions are implemented.
• Keep customers informed throughout the resolution process.
• Maintain accurate escalation records.

Reporting & Business Reviews

• Prepare weekly and monthly customer performance reports.
• Develop customer dashboards and KPI summaries.
• Support Quarterly Business Reviews (QBRs).
• Monitor customer health and identify retention risks.
• Maintain customer action logs and follow up until completion.

Financial & Commercial Support

• Coordinate invoice-related inquiries with Finance.
• Support billing validation and operational charge verification.
• Monitor manual trackers for overtime, additional charges, and customer-specific operational costs.
• Help identify missed billable services and revenue opportunities.
• Support collection activities when required.
• Identify opportunities for additional services and refer them to the Commercial team.

Continuous Improvement

• Identify trends, service gaps, and improvement opportunities.
• Recommend process improvements to enhance customer satisfaction.
• Support digital transformation and automation initiatives within the Customer Experience department.
• Share customer feedback with internal stakeholders to improve service delivery.

Desired Candidate Profile

Bachelor s degree in Business Administration, Supply Chain, Logistics, Customer Experience, or a related field. 1-2 years of experience in Customer Success, Customer Experience, Key Account Management, Logistics, Supply Chain, or FMCG. Experience within a 3PL or logistics environment is preferred. Fluency in English (written and spoken) is mandatory. Arabic language skills are an advantage.