Customer Service Logistics Manager
Hapag Lloyd Saudi Arabia
مجموع سنوات الخبرة :25 years, 6 أشهر
• Maintained high standards of product knowledge, applying customer service knowledge to assess level of understanding, identifying knowledge gaps and taking action for further in-depth training.
• Increased customer satisfaction within very short time, providing a superior level of customer service by offering applicable product solutions or suitable alternatives.
• Decreased call transfer rate from customers through improved training initiatives, such as accurate and quick response.
• Delivered feedback constructively to enhance staff performance.
• Ensures that customers are served in a timely and professional fashion to maintain and grow the account base. Develop project concepts and maintain optimal workflow.
• Guides, coaches, and supports the Customer Service department.
• Maximizes productivity and minimizes penalties to ensure a positive working environment.
• Assists staff with trouble shooting and handles elevated customer problems.
• Making sure to understand the requirements of the customers and how it will meet with the company.
• Educated clients on product and service updates to sustain business.
• Conducted regular branch staff meetings to communicate goals and objectives.
• Boosted branch sales by developing and deepening customer loyalty through incentive programs.
• Performed monthly and quarterly employee performance appraisals.
• Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
• Organized regular coaching and training exercises with staff to build motivation.
• Evaluated staff and customer feedback to improve branch operations.
• Set team performance goals and monitored progress to encourage attainment.
• Built and nurtured customer relationships to retain business and loyalty.
• Resolved customer complaints quickly and professionally to maintain satisfaction.
• Provided technical assistance to eliminate errors in order management, resulting in higher customer satisfaction.
• Introduced training procedures that helped increase productivity.
• Managed operational queries quickly and professionally with client satisfaction.
• Oversaw staff planning, ensuring adequate resources and capacity to meet prioritized demand.
• Managed and motivated high-performing teams for successful KPI attainment.
• Developed, recommended and implemented strategies to improve employee work quality and speed.
• Noted employee absences and grievances, and improved team development and performance with right training.
• Achieved retention targets by building and nurturing loyal client relationships.
• Monitored competitor activity to remain ahead of industry trends.
• Created account frameworks and secured contract signatures.
• Secured high-value new business through strategic networking.
• Educated clients on product and service updates to sustain business.
• Communicated regularly with clients through face-to-face and virtual meetings to maintain business.
• Updated customer records for current, accurate account data.
• Followed up customer orders to deliver within agreed terms.
• Worked within operational service levels to guarantee customer satisfaction.
• Monitored recordkeeping to enforce high standards of document control and champion transparency.
• Inspired teams to proactively pursue continuous improvement within areas of work.
• Drove community outreach by launching awareness campaigns and increasing flexibility of social care.
• Anticipated staff and resource requirements to facilitate smooth execution of social care services.
Reposible for the showroom sales.
Managing showroom sales.
Stock Controler.
After sales service.
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