VAS Project Manager / Customer Service Manager
DEAL Distribution
Total years of experience :16 years, 4 Months
•Helping to develop a VAS and customer service policy for an entire organization;
•Managing a team of VAS staff and customer service;
•Handling face-to-face enquiries from customers;
•Providing help and advice the customers using organization’s tolls and services;
•Investigating, handling and solving customer complaints or any major incidents, which may be complex or long-standing problems that have been passed on by customer service representatives;
•Analysing statistics or other data to determine the level of customer service the organization is providing;
•Producing written information and reports for customers;
•Writing reports analysing the VAS and customer service activity that the organization provides;
•Developing feedback or complaints procedures for customers to use;
•Developing VAS and customer service procedures, policies and standards for the organization or department;
•Keeping accurate records of discussions and Minutes of Meeting or correspondence with customers;
•Communicating politely with customers by telephone, email, letter and face to face;
•Meeting with other managers to discuss possible improvements to VAS and customer service activity;
•VAS pricing, planning, daily monitoring and reporting, documentation, maintaining and monitoring the quality of VAS activity;
•Being involved in staff recruitment and appraisals;
•Training staff to deliver a high standard of customer service;
•Learning about organization’s products or services and keeping up to date with changes.
Import
•Handling inbound shipment originated from suppliers located in Europe, Central America and South-East Asia;
•Keep track of the containers ETA/ATA through regular follow up with shipping lines and freight forwarders;
•Schedule of inbound containers to be received by the Warehouse;
•Maintain and update tracking report like Overview Container Unload on a daily basis.
Export
•Handling of orders dropped in the system and check the stock availability in the inventory;
•Prepare and process documents as required by the client according to the destination such as: Delivery advice, Invoice, Packing list, Certificate of origin - for selected destinations, legalization by the consulates if required - SASO certificate (coordinated thru Intertek for all Saudi shipments), Request for samples picking whenever inspection is required, Transport request;
•Schedule orders for dispatch and providing shipment details;
•Send pre-alerts to clients for close monitoring of the shipments;
•Collection and filing of pertinent documents such as inspection bills, COO and legalization receipt vouchers etc.
•Solve and report service-related issues such as discrepancies, claims, short shipments, delays etc. by proper coordination to concerned departments.
MSc Engineering Design and Management of Renewable Energy Systems
BSc Degree in Physics & Chemistry