Import Customer Service & Documentation Supervisor
EgyMar Shipping S.A.E. (As agent of ZIM Integrated Shipping Services Ltd.)
Total des années d'expérience :14 years, 0 Mois
- Supervise the set-up and preparation of documents for timely delivery of import cargo.
- Maintain import data and verifying information accuracy.
- Ensure the accurate and timely preparation of import manifests transmission, applying any necessary corrections and uploading the final version to the Port Authority system.
- Manage the working procedures for sending manifests, discharge list and Dangerous cargo list to all concerned parties.
- Monitor the extract of arrival notices from system & sending them to clients by registered mail.
- Providing import estimates and information regarding import cargo.
- Reporting daily shipments status; produced weekly and monthly analysis and summary report of all activities.
- Replying to all POLs & Principals inquires in due time.
- Handle customer's inquiries via email & phone calls and resolve customer's complaints.
- Handle different cargo related issues including unclaimed, returned & re-exported cargo.
- Preparing & submitting all reports required by the financial Department.
- Plan, assign and monitor work tasks for optimum team efficiency.
- Identify and address development needs.
- Develop staff training programs and reference manuals.
- Formulate and implement customer service policies and procedures.
- Analyze data to identify strategies for improvements of service and productivity.
- Ensure the consistent achievement of customer service levels and standards.
- Resolve all escalated customer service issues.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Developed team communications and information for import customer service meetings.
- Deal directly with customers either by telephone, e-mails or face to face.
- Respond promptly to customers’ inquiries.
- Handle and resolve customers’ complaints.
- Manage a team of customer services staff.
- Direct the daily operations of the customer service team.
- Handle complex and escalated customer service issues.
- Organize workflow to meet customers’ time frames.
- Maintain customers’ databases.
- Supervise all the activities within the export department.
- Set and review the general guidelines of the department's work cycle.
- Negotiate future export operations plans with the HQ abroad.
- Review weekly and monthly reports related to the department's operations.
- Making the final revisions and audits for all the department's related documents and verifying its integrity within the company's regulations.
- Oversee achievement & maintenance of agreed customer service levels and standards.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Respond to customer requests for products, services and company information.
- Answering customer telephone calls promptly and in an appropriate manner.
- Educated customers on promotions to enhance sales.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Following up with accounts until Sales completion.
- Coordinated with the activation team to verify the client’s account activation.
- Planned, putted into place and managed after-sales services, and continually improve those services.
- Cross-functional activities, serving the development of the tele-sales unit.
- Entered customer interaction details in excel sheets to track requests, document problems and record solutions offered, also continuously generating prospect customers lists.
- Developed and reviewed customer relations policies, programs and procedures.
- Responsible with the team for organizing the SME events to build relationships among all clients.
- Ensuring that the organization complies with established product and service quality standards.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Suggested new procedure to persuade cancelling customers to stay with the company, resulting in a about 50 % decrease in cancellations.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Graduated from the Faculty of Commerce, English Department, Alexandria University. With a Bachelor Degree in Accounting.