Senior Customer Service Executive

About the Role

The Senior Customer Service Executive will act as the primary contact for clients based in Saudi Arabia, addressing their inquiries and resolving issues efficiently. This role involves managing freight forwarding orders and coordinating with internal teams to meet client demands promptly and accurately.

Key Responsibilities

• Serve as the main liaison for clients, ensuring consistent communication and understanding of their requirements.
• Manage and process freight forwarding orders in collaboration with other departments to guarantee timely execution.
• Track shipments and provide clients with up-to-date information on their status.
• Organize and maintain shipment documentation in compliance with regulatory standards.
• Resolve shipment, delivery, and documentation-related issues by working closely with relevant teams.
• Train clients on the use of company online platforms and support them with any technical difficulties related to tracking and documentation tools.
• Ensure adherence to industry regulations and internal policies while maintaining accurate records.
• Implement quality assurance practices to enhance customer satisfaction and gather feedback for ongoing improvements.
• Collaborate with sales and operations teams to ensure smooth transitions from sales agreements to service delivery and communicate client expectations effectively.
• Produce and analyze reports on customer service performance, providing insights for management to improve service efficiency and client satisfaction.

Qualifications and Skills

• Bachelor’s degree in business, logistics, or a related discipline.
• At least two years of solid experience in customer service roles within the freight forwarding or logistics sector.
• Excellent communication and interpersonal abilities.
• Exceptional attention to detail and capability to multitask in a dynamic environment.
• Familiarity with freight forwarding operations, shipping documents, and applicable regulations.
• Proficient with customer service software as well as Microsoft Office applications.
• Strong problem-solving aptitude and effective complaint management skills.