Customer Service Officer

Position Overview

The Customer Service Operator creates and manage orders and customer settlement for Bulk and Intermodal activities in line with the customer SLA’s while achieving high customer satisfaction ratings.

This position requires partnering with the operational team and to work at different locations throughout the rail terminals network

Roles and Responsibility

• Comply with customer service policies, procedures, standards and associated KPI’s regarding the client- facing interfaces and channels,
• Create and manage forwarding orders making sure all information and documentation are there, follow-up the worklist.
• Support in quotations and propose planning routes.
• Calculate customer fees.
• Coordinate dangerous goods, reefers, and customs requirements.
• Verify Forwarding Order Charges and Generate Forwarding Settlement Document
• Coordinate with Transportation Manager, Carrier, and ER Freight Accounts Receivable department.
• Display relevant documents, ensure all data are completed and recorded, Maintain data integrity.
• Coordinate to avoid service failure, check information, be solution oriented, manage order deviation, reconciliation, and customer claim,
• Provide on-going assistance and support management of current customer accounts, provide prompt response to customers via appropriate channels,
• Maintain records, prepare accurate reports for customers and management,
• Partner with relevant internal staff/ resources across the organization to develop and deliver services to ER assigned customers,
• Develop and maintain relationships with customers and/ or other partners as required for the order management,
• Support in review, management, and update of client-facing SOP’s, Consolidate, identify, and recommend changes with regards to improving service levels, and customer experience.
  
  

General:

• Provide assistance to other departments on issues relevant to job function; participate in performing routine checks and inspections to ensure the highest safety and quality standards are being maintained if required,
• Take care of health, safety, and environmental impact both personally, and for others who may be affected in the workplace. Cooperate with the company and co-workers to help everyone meet their legal and company requirements,
• Adapt to, and participate in, any program/changes including but not limited to strategic initiatives, operational initiatives, and performance uplift tasks; conduct any relevant work that may result from these changes as an integral part of this job description and employment contract,
• Help support the organization in extraordinary events such as claims by 3rd party, dispute reviews and participation in arbitration,
• Perform any other activity as required by the company both at the company premises and remotely when requested by the company,
• Proactively seek out information that is relevant to job role whether internally or externally to deliver efficiently and effectively. Remain up to date with context of the Company and the role within it to provide insight on potential opportunities and/or challenges,
  
  

Contribute to the execution and delivery of any activities as and when required to ensure the continuity of work in the absence of other colleagues.

Academic Qualifications:

• Diploma or Bachelor’s preferred.
• Degree in Transport/Logistics or a related field.
  
  

Mandatory:

• N/A
  
  

Preferable:

• Railway Industry Knowledge Certificate
• Logistics Certification in a chartered professional association such as CILT
  
  

Other Qualifications:

• Proficiency with transportation management system preferably SAP TM
• first experience within the logisticindustry (Freight forwarder, shipping lines)
• Experience in cost and productivity optimization through process optimization, as well as design and implementation of new operation procedures
• Extensive understanding of modern terminal operations and terminal management systems,
  
  

Experience:

• A minimum of 3 years of Relevant Experience
  
  

Essential Requirements:

• Physically fit.
• Advanced level of written and verbal skills in English,
• UAE Driving License,
• Analytical skills for problem solving with ability to use IT systems,
• Compliance with authority and regulatory body requirements.
  
  

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