Dina Awad

• Lead the customer service, pricing, invoicing, operation teams; manage freight forwarding operations and customer service including ocean freight, air freight, land freight and customs clearance; manage customers’ relationships ensuring customer requirements are clearly defined and met.
• Establish processes and procedures to provide freight forwarding customers an operational excellence experience while ensuring legal compliance on all practices.
• Establish & monitor customer service performance standards; develop, maintain and improve customer service standards, create processes, SLA, KPI's for the team.
• Develop procedures, establish standards, and monitor activities of customer service team to ensure accurate order entry, efficient shipment tracking, and timely delivery of service to customers.
• Develop effective growth strategy aimed at the financial gain and customer satisfaction; identify and propose potential business deals by analyzing market strategies, deal requirements, potential & financials, and contacting potential partners.
• Finalize new business deals by coordinating requirements, developing and negotiating contracts as well as integrating contract requirements with business operations.
• Collaboratively work with the legal department to assess contractual risks; support to resolve contractual problems.
• Ensure that all stakeholders (administration, operations, and finance) understand and adhere to contractual obligations.
• Build business relationships with current and potential clients; provide trustworthy feedback and after-sales support.
• Ensure familiarity with all Logistics activities being offered by the company and prepare presentations to deliver to potential customers.
• Work with the Commercial Manager on developing new product initiatives; promote the products/services addressing or predicting clients’ objectives.
• Maintain close working relationships with the sales and marketing, customer service, operations and logistics team to reduce the order cycle time and improve fill rates while controlling the cost of serving customers.
• Establish and monitor the customer service performance standards, interact with customers, identify their problems and ensure prompt resolution for complete customer satisfaction.
• Ensure operations/work processes are in compliance with all relevant legal, regulatory, and any other standards.

• Responsible to maintain key accounts, and bringing new accounts for the company; contributed in ARAMEX services by building positive relationships with key account customers and defining their business priorities, needs, and issues.
• Acted as client relationship interface between assigned accounts and the company; managed operational bottlenecks and key issues with key clients swiftly, catering to their complaints with a consultative approach.
• Maintained and grew gross and net revenue of assigned accounts in line with the annual budget. Achieved business growth by developing sales and meeting set targets. Constantly exceeded monthly sales targets & proven top sales records.
• Identified new business opportunities independently or in support of other teams, and converted opportunities into revenue. Managed new proposals through presentation, proposal submission, negotiation and business closure stage.

• Monitored account performance through regular review meetings with operations, customer service and support functions (finance, billing, quality) to ensure all aspects of the business are on track.
• Conducted weekly/monthly/quarterly review meetings with assigned clients to ensure KPI s are reviewed and understood operational concerns before they become issues.
• Coordinated with Operation, Accounting, Procurement, IT and Marketing teams to ensure the highest level of after-sales service and support to customers.

• Handled all requests related to client’s goods stock and shipments; managed supplies with the procurement team.
• Developed and implemented strategies to improve the service quality, productivity and profitability; initiated and supported cost-saving initiatives.
• Monitored daily statistical reports for assigned key customers, and ensured strategic actions to improve service delivery.
• Maintained customer information, quotations and record of communications within the company’s CRM system.