REGIONAL MANAGER - FINE ARTS & CUSTOMER SERVICE MANAGER
FREIGHT SYSTEMS CO LTD LLC
Total years of experience :26 years, 7 Months
In charge of the FINE ARTS DIVISION, handling special PROJECTS/EVENTS and promoting growth of business in that division. Managing all Customer Service related activities, activities related to growth and Sales..Reporting to the CEO & Regional Director for the overall functional and responsibility of the FINE ARTS DIVISION
•Lead and managed a team of Customer Service personnel, whilst proactively managing the service issues, ensuring optimum performance and efficiency
•Reported to the CEO & Regional Director for the overall functional and responsibility of the Customer Service Department
•Handled all customer services related activities for AIR & SEA Import & Export customer service responsibilities
•Managed and overseeing the Logistics & Supply chain requirements for Key Accounts
•Set up BACK OFFICE & Network Operations for Customer Service functions and operations. Overseeing Back Office functions & operations
•Set & monitored KPI’s within the department in line with the company policy
•Developed and implemented Integrated Quality management systems and plans, including timescales to support, contribute & integrate within the organisation's annual business plan & long term strategy
•Monitoring & over viewing the service standards, generating MIS reports through highly integrated technology, to ensure service delivery, & ISO Quality standards are met & maintained
•Implemented superior processes & SOP’s.Regulated the flow of information & processes within departments
•Monitoring telephone calls through the system. Introduced the concept of Tele-Sales in the CS team
•Monitoring Client Satisfaction & Feedback, logging in Customer Complaints, addressing & ensuring closure of the same. Analyzing customer Feedback to ensure customer service is maintained to the highest possible standards.
•Visiting lost clients and working on strategies to regain them
•Conducting Product and on the job trainings, along with Soft Skill trainings for the Customer Service Team
•Responsibilities include enhancing & building relationships with all the key accounts, visiting them on a regular basis. Introducing Value Added Services, thereby retaining customers and enhancing revenues
•Managing the entire M.E.Customer Services Department, for the various transport modes - Air, Ocean & Warehousing.
•Reporting to the General Manager for Adminstration, overall responsibility of the Customer Services Department
•Handling the distribution, warehousing of a MAJOR BRAND in the UAE & GCC market. Also handling the Order Progressing and import / export formalities for all their shipments by AIR, OCEAN & LAND
•Responsibilities include handling the Import - Export Logistics corporate clients
•Handling all transhipments to the GCC countries ex U.K, European & Scandinavian countries for the consol containers
•Submitting manifests with The Dubai Port Authorities for the consol containers
•Co-ordinating with various shipping lines for exports ex Dubai & for Delivery orders for import ocean consignments
•Handling all customer services related activities for Air Import & Export shipments
•Creating job files, invoicing & checking the profitability of each job
•Acting as a KEY ACCOUNTS DESK for corporates
•Setting and monitoring monthly KPI reports.
•Providing additional benefits to the customers through order progressing their orders from various suppliers, submitting weekly status reports.
•Submitting monthly AIR and OCEAN Trade Lane & Job Count reports to Management
•WILTRACK reports & entries, providing status of consignments to customers through the Track & Trace system
•Develop, communicate & implement effective sales strategies that drive the team to achieve set targets
Generate revenue and volumes that meet branch budgets
•Market development creating business opportunities by analyzing the market characteristics with territories & identifying potential opportunities
•Identify potential business by industry, trade lane & segment, benchmark competition & identify target & large competition accounts.
•Conduct trade lane campaigns within territories to enhance volumes & customer base.
•Maintaining rates arrving at an MSP to maximise sales