Logistics Coordinator
Sprii online shopping
Total years of experience :16 years, 3 Months
• Provide exceptional customer service via phone and email, including taking orders, troubleshooting web problems, and resolving customer concerns.
• Proactively identify operational problems, suggest solutions, and independently resolve issues.
• Primary contact for carriers in terms of resolving sensitive issues related to inbound shipments, claims, and service levels.
• Delayed delivery risk assessments and preventive actions to ensure low impact on project cost.
• Analyze data to monitor performance and plan improvements and demand.
• Develop new business opportunities, solve logistical problems and produce new solutions.
• Daily monitoring and coordination of Sea, Air and land freight.
• Managing issues: Analyze log issues on regular basis, communicate with carriers (Aramex - Fetchr - Posta plus) and drive corrective actions.
• Responsible for site logistics services within the Kingdom of Saudi Arabia and the United Arab Emirates
• Supporting customers in a multi-channel contact center (Telephone, Email, and Social Media).
• Following company policies and procedures.
• Coordinating between different teams to ensure timely resolution of customer complaints.
• Supporting and managing social media posts and queries.
• Coordinate project and operations audits, inventories, and shipments.
• Helping in training new hires by shadowing and providing feedback.
• Achieving 90% average call quality score.
• Dealing with customer issues over the phone to figure out the problems and resolve it.
• Communicating with residential, enterprise and corporate customers.
• Making sure that all Telephone Calls is answered promptly.
• Analyze problems and raise it to the concerned department accordingly, to be able to reach customer satisfaction.
• Monitor all calls to ensure that due procedures and quality standards.
• Directed calls to appropriate individuals and departments.
• Checking the satisfaction level based on a standard set of questions.
• Resolving problems by clarifying issues; researching and exploring answers.
• Managing large amounts of outbound calls in a timely manner.
• listening to objections and handle them effectively.
• Entering the details of every call in the system as required by the company.
• Developed new process for employee evaluation which resulted in marked performance improvements.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
• Escalated critical customer issues to the supervisor immediately to avoid lost revenue and canceled policies.
• Resolved customer billing errors by researching issues in the system, asking open-ended questions and determining causes for the problems.
• Described product and service details to customers to help them to better understand benefits and advantages.
• Answered an average of 200 calls per day by addressing customer inquiries, solving problems and providing new product information.
• Handled all customer relations issues in a gracious manner and in accordance with company policies.
• Successfully promoted products/services addressing or predicting client needs
• Arranged and conducted meetings with prospective clients
• Coordinate and monitor supply chain operations
• Communicate with suppliers, retailers, customers etc. to achieve profitable deals and mutual satisfaction
• Maximize profits by effectively negotiating carrier pricing.
• Located carrier capacity by utilizing multiple carrier databases within operating system and web-based applications.
* Basic task is leading the team to achieve the pre-defined targets of the primary
and secondary company products such as postpaid lines, home entertainment, and business lines. Along with maintaining ISO standards for customer
experience.
Main tasks/Achievements:
• Leading the daily briefing with the team discussing all of the sales
achievements, waiting time, service levels, quality of service, product descriptions
and many more
• Regular retail store operations like cash handling, stock handling, generating
different sales/audit/waiting time reports, etc…
• Previously Launched (Port said) Store in September, achieving
149%-134%-179% of the sales targets in the 1st 3 months of launch in addition to
97% in the first quality inspection visit
• Demonstrating customer scenarios live using the agents to reach the highest
quality standards as per the company, ISO standards
• Coaching the staff formally twice a month to stress on strength areas and work
on weakness ones See less.
• Conduct frequent 1:1 meetings with team members to review established sales
KPI's, strength of pipeline, forecast, as well as provide coaching, development,
and personal accountability.
• Use performance data and metrics to improve overall sales strategy, and
communicate activities required to help the team meet pipeline and sales goals.
• Maintain outstanding store condition and visual merchandising standards
• Report on buying trends, customer needs, profits, etc
• Propose innovative ideas to increase market share
• Managing and motivating a team to increase sales and ensure efficiency;
• Attending and chairing meetings.
• Creating daily huddle for my colleges to be updated with our sales and info.
• Train the new hired staff on sales requirements and environment for the best
customer experience.
• Responsible to handle any expected situation.
• Handle any customer asking for a team leader or supervisor.
• Responsible about cash, documents, and inventory overall the store and agents.
• Effectively communicated marketing and administrative teams on a daily basis.
• Services existing accounts and try hard to get new customers.
• Seek hard to reach customer satisfaction and match his satisfaction with
maximum profit for the company to achieve my target.
• Focuses sales efforts by studying existing and potential volume of dealers.
• Handled all customer relations issues in a gracious manner and in accordance
with company policies.
• Responsible about cash, documents and inventory.
• Keeps management informed by submitting activity and results reports, such as
daily call reports, weekly work plans, and monthly and annual territory analyses.
• University Degree : Bachelor of Business Administration and Information Systems • Graduation year: 2007/2008 • Grade: B+ • University: high Institute of management and Computer science in Damietta city-Egypt
