Senior Specialist, Customer Services (Ports/Container Shipping Industry Experience)

Job Description

<strong>Overview</strong><p><br></p><strong> Position </strong><p><br></p><strong>Senior Specialist, Customer Services (Ports/Container Shipping Industry Experience)</strong><p><br></p><strong> Sector </strong><p><br></p><strong> OXAGON </strong><p><br></p><strong> Division </strong><p><br></p><strong> Port &amp; Sea Mobility </strong><p><br></p><strong> Department </strong><p><br></p><strong> Commercial &amp; Business Development </strong><p><br></p><strong> Role Purpose </strong><p><br></p>The purpose of Senior Specialist, Customer Service is to work with Customers, Commercial, Operations and government function solving problems for customers of the port.<p><br></p>Secondarily, supporting the Commercial &amp; Operations function with day-to-day requests from customers as: pricing of services, coordination with operation for space and focal point for specific customers.<p><br></p><strong>Responsibilities</strong><p><br></p><strong> KEY ACCOUNTABILITIES &amp; ACTIVITIES </strong><p><br></p><ul><li> Hotline Complaints Handling. Registration, triage for solution. Dashboard reporting </li><li> Enquiries and escalation including tracking </li><li> Waiver Request including tracking. Clear definition of what each party can give away and can’t. </li><li> Special Container Handling e.g., Direct Delivery, Special Storage/Transportation requirement/requests. </li><li> Documentation Handling, Online Customer Portal. </li><li> Work with others in commercial and operations teams around handling exceptions and ad-hoc shipments </li><li> Establish and track Customer Service KPI &amp; SLA </li><li> Support commercial team </li><li> Support with ad-hoc tasks and projects </li><li> Regular customer meetings for continuous follow-up and improvement </li><li> Host customer visits </li><li> Satisfactions surveys </li></ul><p><br></p><strong>Background, Skills &amp; Qualifications</strong><p><br></p><strong> Knowledge, Skills and Experience </strong><p><br></p><ul><li> The position requires strong interpersonal skills / some experience essential </li><li> Structured approach to daily tasks </li><li> Mindset for incremental improvements </li><li> Experience dealing with customers in GCC </li><li> Previous experience from logistics and KSA is considered a plus </li><li> Have good command of both written and spoken English </li><li> Arabic is considered a plus </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><ul><li> Preferable college/University degree or experience from logistics industry. </li><li> Marine / Port qualification considered a plus </li><li> Relevant years’ experience logistics/customer facing roles </li></ul><p><br></p><strong> COMMUNICATION – MAIN STAKEHOLDERS </strong><p><br></p><strong> Internal </strong><p><br></p><strong> External </strong><p><br></p><ul><li> Commercial team at PortCo </li><li> Operation team at PortCo (Marine/ Process Development / general cargo handling) </li><li> Planning Manager </li><li> Container/Resource Planning Lead </li><li> Operations Manager </li><li> Shipping Lines / Agencies </li><li> End-customers </li><li> Port Authorities / Customs</li></ul>