محمد عبد الحميد

Coaching the newcomers.
•Maintain supply in stock control and management.
•Responsible for processing cash and card payments.
•Reporting discrepancies and problems to the concerned parties.
•Gives advice on product selection of customers.
•Receives and hands out shipments to customers.
•Balancing cash register and receipts.
•Provide customer service including anticipating customer needs, suggesting alternatives
and problem-solving.
•Take customer orders, give pricing information, perform consultative selling to
customers, and recommend product and services.
•Operate the POS (Point of Sale) terminal.
•Assist the customer by suggesting appropriate shipping methods.
•Perform accurate scans according to established procedures.
•Ensures that packages conform to standard in terms of packaging, labeling, and
Documents.
•Maintaining pick up manifest and inbound/outbound shipments data.
•Answer customers' questions on SMSA services and keeps them informed of current and
new services.
•Maintain filing records for accounting section.
•Provide customer assistance whenever needed.

Handling all import and/or re-export shipments for all brands;
•Ensure the original document (B/L, Commercial invoice, Packing list, Certificate of Origin);
•Updating day to day, weekly, monthly and quarterly reports;
•Using the Oracle system to update the shipment’s status and details;
•Issuing Purchase Orders using Oracle system;
•Find the best logistical solutions and operational options to clear the shipments on time to avoid and reduce the demurrage and any extra charges;
•Follow up with the customs clearing agency to clear the shipments and deliver it on time to our warehouse;
•Working aligned with the warehouse team till receiving the shipments and dispatch them to stores;
•Sending the shipments report to the overseas brand team and logistics team;
•Other duties and tasks as assigned.

Attract potential customers by answering product and service questions, suggesting information about other products and services;
•Open customer accounts by recording account information;
•Maintain customer records by updating account information;
•Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment; following up to ensure resolution;
•Handling financial accounts by processing customer adjustments;
•Recommending potential services to management by collecting customer information and analyzing customer needs;
•Prepare product or service reports by collecting and analyzing customer information;
•Contribute to team effort by accomplishing related results as needed.

Maintaining customers focus on all times and answering to customer’s enquiries using the standard guidelines;
•Taking ownership of complaint and queries and proactively following through to resolution;
•Maintaining records through E-freight Suite of all transactions and interactions made with customers;
•Ensuring that all customers’ queries are well-investigated and resolved, and escalating queries if appropriate to supervisor;
•Perform various customer service activities, including upselling and handling new and existing accounts;
•Maintain, grow, and build long term relationships with account portfolio via phone calls, emails, and job quality follow up;
•Act as a liaison between clients and operations and other departments to ensure efficient service levels are delivered to the clients;
•Identifying and escalating consistent or recurring problems with the systems functionality;
•Assisting management and Team Manger with any assigned special projects and providing backup to the team manager when required;
•Additional duties and tasks as assigned.

Conduct the 1st call to the customers and obtain clearance instruction;
•Open Traces from the 1st day of arrival with clear indication of shipment status with detailed information about Egypt Regulations;
•Recurrence to call the consignee on daily basis;
•Handling all shipments that need amendment in the name of consignee and FedEx clearance pending / stopped shipments until needed documents submitted from the customer;
•Update consignee with the last results concerning their shipments on a daily basis;
•Follow up Re-export shipments (from FedEx Clearance) and obtain necessary approvals from shipper or consignee for the return, and follow up with the subcontractor until shipment leaves the cage;

Effectively manage large amounts of incoming calls;
•Identify and assess customers’ needs to achieve satisfaction;
•Provide accurate, valid and complete information by using the right methods/tools;
•Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution;
•Keep records of customer interactions, process customer accounts and file documents;