Customer Service Supervisor
Danzas AEI Emirates LLC
Total years of experience :20 years, 10 months
• Direct Reports: 9 FTE’s
• Taking ownership on the assigned responsibilities of the Head of Department on his/her absence.
• Train newcomers
• Involve in setting-up KPIs, Goals, Initiatives, etc. for the team
• To setup a backup system to ensure customers inquiries are attended timely in case of absentee/leave.
• Involve with Customer’s Performance Management and Measurement.
• Ensure that the team fully understands the customer requirements and how to handle customer requests providing the best for the company as well as the customer.
• Prioritize escalated matters and apply the right tools to ensure proper corrective actions
• Monitor and report customers’ business development in terms of volume, performance and relationship
• Ensure customers SOP’s or/and Handover Files are in place and reviewed/updated on regular basis
• Initiate new solution proposals to customers to improve service, gain new business, retain existing one, and eventually to improve customer’s satisfaction.
• Motivate, inspire team members, initiate team spirit and maintain healthy group dynamics
• Ensure regular coach and developing of team members
• Support customer service team in all areas to display high levels of performance to achieve company objectives
• Encourage creativity, risk-taking, and constant improvement
• Ensure that team’s and individual team members performance is reported to line manager, recognize and celebrate team and team member accomplishments and exceptional performance
To ensure all shipping activities, orders placed, targets and billing deadlines are met by proper handling and coordination with the respective operation departments, origins and destination stations. And should there be any deviations will be reported on a timely manner enable to fulfill the requirements. Ensure that planning done by the time is in-order.
• Daily coordination with the CSR from the Supply Chain division of 3M to ensure that all the orders are placed on-time.
• Ensure that all orders are routed on a timely manner.
• Regular follow-up for the pending orders with origin station and with 3M CSR/Transport Team.
• Proactively report any deviation, delay, etc., to the concerned so that corrective/preventive measures can be taken to avoid huge impact on sales/operations to the customer
• Provide/suggest solution to the customer for their shipping requirement as their LSPs.
• Ensure that all documents are available especially for the L/C shipments.
• Shipping planning for 3M shipments that will help them to cut down their shipping cost.
• To ensure that all rates applied by origin are as per the contract to avoid any Credit Notes.
• Ensure that the time are planning the orders on a timely manner
- Handling company’s Key, Global and Multi-national accounts.
- Preparing proposals, BIDS and quotations to the customer.
- Receive and attend to all customer queries and calls on products and services promptly and provide the desired information.
- Effectively monitor and track the progress of the shipment right from the time the shipment is collected.
- Being Customer Service for Control Tower, main responsibility is to maintain the smooth flow of the customer’s requirement from origin station to a destination which does not involve the station where the CT CSSV is based. CT CSSV has the full control and required to completely monitor the transaction until the job has been done.
- Maintain an accurate order status record for review and effective tracking.
- Liaise with the airline and shipping lines regarding shipment tracking.
- With direct coordination with origin stations, operations, sales for all shipment transactions.
- Set-up SOPs for different clients to an effective operation.
- Attend with customer’s annual performance reviews and present the Ups and Downs of the operation during the year, and prepare list of corrective actions to be taken where ever area is needed.
- Assist Junior CSSV when required.
- Handling MNC, GCC & KEY Accounts.
- Tracking shipments through Danzas network system. Forwarding routing orders and keeping track of all shipments with PO. Nos.
- Assisting the TLM in promoting our business in New Territories.
- Preparing relevant transit performance report for All Import shipments from different countries and Export to GCC Countries.
- Organizing shipments pre-alerts and work closely with Origin services groups to achieve the best possible clearance process for all Import shipments.
- Arrange movement of any third party shipments and keeping customer updated if any changes or delays with the shipment.. Sending Pre alert to Destination prior to arrival.
- Providing an updated Monitoring Report to the customer.
- Proactively informing customers of any service failure and relevant operational service changes timely, and the alternative actions taken.
- Follow up with Customer regarding Payment and Rate approval.
- Assists in responding to inquiries of customers & overseas offices in due time.
- Coordinate shipments to Operations Department and Overseas Offices.
- Handles customer complaints.
- Initiates market research and sources for potential customers by phone & arrange appointment with field sales and product managers.
- Assists in preparation of quotations/proposals and any other documents requested by the customers. Assists also in follow up billing invoices and credit collections.
- Provide track & trace information to requesting clients thru our company’s
- Performs other Sales - Related duties assigned from time to time.
- Prepares monthly report for the following with the Country Trade Lane Managers (CTLM)
- Handles MNC & GCC Accounts.
Graduated as Dean's Lister