Head of Ops customer service and Brokerage
CEVA Logistics
مجموع سنوات الخبرة :11 years, 11 أشهر
Created Customer Service centralized department that handle the customers servicing thru organizing shipments flow and acting as bridge between operations and Customers
Expanded the department from 1 to 3 groups including tasks and duties segregations
Provide leadership and direction for the customer service department to ensure a high level of service, and efficient and timely delivery of inbound and outbound shipments.
Set Key Performance Indicators (KIPs) for each event / process
Develop a strategic Road Map for the departments that lead to 25% Productivity improvement
Prepare annual Budget planning with Product Managers & Head of departments
Implement a structured process management approach and methodology to build and monitor efficiency & productivity.
Work and grant AEO and E-freight certificates
Implement the courier vertical and issue the courier license within 6 months
Revised and upgraded the staff position, Job descriptions and created needed support positions.
Responsible for weekly and monthly analytical reporting.
Conduct Monthly and quarterly reviews for all customers and make sure that service level is up to the standards
Closely monitor Revenue per file / revenue per desk / shipment per desk /revenue per client
Review departments’ bonus contribution against performance, goals, culture, budgets/revenues and achievements
Developed a Collections Program with the collaboration with Finance team, where our team consistently collected 90% of all receivables
Develop a Customer Service Training Program to address current customer service deficiencies which lead to 70% service improvement within 6 months and dropping customers complaints to less than 1%
Increasing current customers volumes and revenues by 15%
Reorganized department and better aligned people with their skills. Promoted 3 staff to Supervisor roles during the latter half of 2018 creating continuity within the group.
Reduced customs deductions and fines for compliance from $15K per month in 2018 to less than $5K per month in 2019
Lead and implement a third party tool to have proper customs reconciliation and customs entries records and achieving
Promote awareness and compliance of policies and procedures
Use systems to manage stock levels, delivery times and transport costs; and evaluate quality performance.
Use associated information systems to coordinate and control the order cycle.
Allocate and manage staff resources according to changing needs.
Improve productivity by 50% by enhancing processes and automating procedures
Improve Orders delivery by 40% to achieve 250k Tons delivery a month
Liaise and negotiate with customers and suppliers.
Develop business by gaining new contracts, analyzing logistical problems and producing new solutions.
Continually try to improve and develop business performance within the constraints of legislation, fuel costs and rising environmental pressures.
Manage distributions Hub and last leg deliveries with Vendors
Reduce Logistics last leg delivery costs by 30% by negotiating better rates and implementing consolidation deliveries
Established a new entity from the scratch in KSA including trade license, office, employee recruitment and vendors data base build up.
Develop a strategic Road Map for the branch
Set Key Performance Indicators (KIPs) for each event / process
Build up a team of 9 employees within one year of effective operation
Build up a customer’s data based from local business and network business
Focused on Exhibition vertical and managed to secure 3 exhibitions contracts by June 2015
Prepare aggressive annual Budget which 75% of it got achieved
Design a business process mapping to ensure productivity and continuity
Establish and maintain close relation with carriers and service providers
Interpreting, analyzing and producing sales & financial data.
Responsible for dealing with complex and diverse managerial problems.
Oversee monthly budget assessment and commercial performance vs budget
Control all associated operational costs according to the prevailing annual budget forecast
Coordinating sales, purchasing, distribution, warehousing and staff costs.
Schedule meetings with customers and sales team (existing and target)
Identify business opportunities and establish SWOT analysis (Strengths, Weaknesses, Opportunities, Threats Analysis)
Actively develop business for the branch through effective involvement in sales and retention
Liaising with the Area Managers to develop innovative marketing strategies and synergy
Maintain customer reviews and customer related statistics
Maintain proactive, dynamic and effective communication with customers at all times
Offer flexible and supportive customer service to preserve a high level of customer’s satisfaction
Adherence to procedures and productivity standards
Interact with our customers in arranging their international shipments
Create and maintain an effective department organization chart, which is designed
for flexibility and growth
Monitor and improve key departmental productivity indicators including revenue per shipment
Maintain and develop Strong relationship with Carriers (Airlines, Shipping lines and trucking companies)
Review daily branch revenue report and analyze P&L on monthly, quarterly and yearly basis
Maintain Accounts Receivable within company strategy and manage accounts Payable to vendors (airlines, shipping lines, trucking companies)
Implement and maintain yearly Budget Planning for the department
Negotiating vendor’s contracts to reduce costs and achieve maximum efficiency.
Take an active role in the transition of new business or existing business
Review and conduct staff appraisals timely and at a minimum twice per year per employee
Plan for and hold effective weekly departments meetings with teams
Adhere with the Foreign Corrupt Practice Act (FCPA) regulations
Proactively promote the company’s 10 cultural attributes
Cisco certification in Network administrating
GPA 3.2