Supply Chain and Customer Service Manger
IFFCO Group
Total years of experience :25 years, 5 months
Prepared program operating budgets, budget reports and other financial performance reports.
Drove the short-term and advanced commercial and marketing strategies .
Analyzed key aspects of the business to evaluate the factors driving results and summarized results into
presentations.
Developed methods to establish and clarify customer objectives.
Established application from scratch, development, operations and financials
Created market and customer-specific marketing solutions for managed services
Built office from scratch with all needed matters like, hiring, admin, furnishing..etc
Overall responsible for managing both the revenue and cost elements(P&L).
Responsible to handle with legal consultant on revising any documents/ contracts related to our business.
• Negotiation of contracts with the Containers Shipping Lines.
•Built relationships with top world shipping lines and the community to establish long-term business growth
•Responsible for budget preparations and monitoring and in establishing strategic marketing plans to achieve corporate objectives in developing the Terminal.
•Responsible of leading the Customer Service Support for the Containers Customers (Shipping Lines and BCO’s)
•Continuous Improvement of our customers experience with APMT Egypt through a close follow up of their Operation and jointly periodic meetings with our clients and our Operations Team.
•Business Development of the Container Business: Value Added Services for our container customers.
•Review and report periodically our operations performance (GMPH, BMPH and other relevant KPI’s).
•Prepare Commercial Reports (Internal and External)
•Co-ordinates customer issues with relevant department & maintains a one point customer contact.
•Successfully managed to identify areas of concern in customer service department and enhanced
•process to meet customers’ expectations as per agreed SLA.
•Present for potential and existing customers updates on terminal capacity and future development.
•Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Managing 6 employees
Managed customer orders from request to delivery &invoicing in an accurate and timely manner to meet pre
agreed SLA.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Monitoring and controlling KPI's in all areas, Starting from sales orders, customer care, effective planning, production and delivery.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Managing 2 subordinates & responsible for all Procter and Gamble business opportunities in the region sea freight, trucking. air freight and custom clearance. Developed a sales team in Alexandria city to cover all potential business which resulted a significant increase in the monthly sales volume.
•Managing 4 Customer Relation Managers along with 26 subordinates.
•Managed Sales, Sales support and Customer service teams through all Egypt offices.
•Supported sales team in writing proposals and closing contracts.
•Exceeded expectations by achieving the highest sales records for imports and export PIL shipping line since coexisting in Egypt with growth of 30%.
•Established customer service department with all layers through all Egypt offices.
•Created and developed KPI's to measure service level and customer satisfaction.
Supervised team of four to make sure SOP's are met and running smoothly.
•Assisted Import Manager with running all the daily operations and documentations.
•Corresponded with head office regarding any issues or updates in the manifest or a customer request.
•Was responsible for all shipment diversions and charges related to the requested diversion.
•Monitor customer's complaints and making sure all issues resolved
Key Responsibilities:
• Designed, organized and coordinated a diverse range of events including conferences, meetings and exhibitions.
• Arranged participants' accommodation, transportation, facilities, catering, displays, translation, audio-visual equipment and security for complete execution of event from proposal to delivery.
• Managed the decor, entertainment and invitations based on client preferences while ensuring cost control to gain maximum returns out of provided budget.
• Negotiated agreements with external service providers, sourced venues, and prepared event programs if requested.
• Delegated tasks to team members and provided leadership for effective event execution to achieve desired objectives.
•Responsible for processing delivery order release and revise all required documents required
•Container tracking
•Invoice Issuing
•Customer service
Key Trainings & Certifications: • Essentials of Marketing, American University of Cairo • Port Automation Training, Arab Academy for Science & Technology • Inbound Electronic Manifest & Port Automation Training Course, Arab Academy for Science & Technology • GTDP Global Terminal Development Program, Maersk Group • Professional Selling Skills Course, Dubai
