Customer Service Manager
Aqaba Containers Terminal - ACT
Total years of experience :20 years, 10 Months
• Communicate internally and externally with stakeholders in a professional
manner
• In charge of Customer Service team
• Responsible in developing customer strategy and managing Customer
Service function and staff to insure :
a) Following up, maintaining and managing the relationship with the main
customers and key accounts local as well as international port users and
address their requirements as well as handling their claims.
b) Communicate terminal requirements and new developments to the customers
and relevant parties.
c) Maintains customer data base, with customer and company profile.
d) Develops and assists in conducting surveys to analyze customer patterns,
preferences.
e) Delivering service in alignment with Service Level Agreements (SLA's).
f) Regular contact with Shipping Lines, APMT AMI, and principal agents
• Directly involve and manage relationships and communication on
commercial matters with APMT and ACT, and acts as a liaison with
corporate offices of AP Moller in their assistance in this area of market
data and research
• Assist when necessary in establishing or reviewing customs and other
external procedures affecting port users, and coordinating legal inputs with regards to impacts from legislative framework including but not
limited to maritime law, global trade, transportation industry and Free
Zone Authority.
• Drives customer satisfaction to consistently meet and exceed their
expectations
• Ensure safety regulation is applied within his work environment Maintain
• Maintains excellent connection with commercial strategy
• Carries out duties and tasks in an efficient, productive manner.
• Report immediately any safety hazards, accidents, damage or other
related incident during operations and if necessary stop until such are
rectified.
1. Assists in the prompt & efficient resolution of customer complaints and
concerns
2. Provides updated & appropriate information on issues to customers verbally &
in writing
3. Responsible for collecting details, maintaining a log book of complaints and
services provided to alleviate customer concerns.
4. Making necessary analysis available to management on a regular basis.
5. Create and maintain a database of information on customer / consignee
complaints.
6. Create and maintain a database on information required for and provided to a
customer.
7. Responsible for accuracy and timeliness of provision of information provided
to clients.
8. Assist in identifying service opportunities for client marketing.
9. Constantly follow up on service trends, customer preferences, assists in the
design of customer satisfaction surveys.
10. Maintain and update customer database.
• Assists in the prompt & efficient resolution of customer complaints and
concerns
• Provides updated & appropriate information on issues to customers verbally &
in writing
• Responsible for collecting details, maintaining a log book of complaints and
services provided to alleviate customer concerns.
• Making necessary analysis available to management on a regular basis.
• Create and maintain a database of information on customer / consignee
complaints.
• Create and maintain a database on information required for and provided to a
customer.
• Responsible for accuracy and timeliness of provision of information provided
to clients.
• Assist in identifying service opportunities for client marketing.
• Constantly follow up on service trends, customer preferences, assists in the
design of customer satisfaction surveys.
• Maintain and update customer database
• Empty containers data entry clerk:
Collect information from paper provided by agent to the driver and check prior to data entry.
• Gate Clerk:
1- Collect information from Entry Allowance sheet provided by Aqaba Authorized Yard and compare the data entered by Pre-Gate
2- Complete the entry of the truck at both stations, In-Gate & Out-Gate.
• Pre-Gate Clerk:
Collect information from paper provided by Aqaba Authorized Yard and enter the data to the system to prepare the trucks to enter the containers port.
• DC & CS (Documentation Center & Customer Care) Clerk:
1- Provide the customer with sufficient containers as required.
2- Move the containers to their destinations after CS operation.
3- Sort and classifies cargo according to their manifests.
4- Record all operation activities for purpose of invoicing and reporting. 5- Maintains accurate department files.
6- Performs other related assignments as required.
7- Release the containers as required according to the line instruction.
8- Change the CS containers status on completion of the CS operation.
9- Carry out all issues associated to the CS division.
• Cargo Clerk:
1- Update booking/pre-gate details on system.
2- Maintain correct data of containers/booking/ pre-gate details on system.
3- Advice charges for amendments made on booking/pre-gate details.
4- Prepare reports for related parties regarding bookings/pre-gates details.
5- Maintain quick response time of all received mails.
6- Advice agent with accurate data regarding containers booking/ pre-gate details on system.
7- Update bill of lading numbers on system with timely manner.
8- Keep system clean of any none-required data, such as none-needed booking/container numbers.
Collect and check waybills and other relevant CTS (Commodity tracking system), documentation, for clarity and correctness prior to data entry.
Capture data into COMPAS and other CTS data resources in a timely efficient manner
Perform constant data checking and reconciliation routines to ensure data captured into CTS data resources are correct and meet required corporate and objectives.
Prepare relevant reports and data from CTS data and resources as when required.
Perform any other duties requested by the immediate supervisor.
I finished my high school in the science group with a good degree.