Customer Service Assistant Manager

Job description / Role

- Drive measureable efficiencies within the team by improving the as Is process ie optimizing bl turn time , improving call response ratio.
- Drive commercial excellence and customer care within the organization.
- Drive the usage of e tools.
- Process owner for the weekly forecast model.
- Manage the allocation of customer service resources between the various customer sales teams to ensure adequate resources are provided to support each team, adjusting as required.
- Ensure that support is provided to the sales team to enable bookings to be taken and processed, including:
- Receiving and processing bookings from customers (telephone/fax/email/online)
- Passing bookings for special cargo/containers (DG/Out of gauge/Reefer etc.) to the appropriate department for authorization before further processing
- Resolving any queries in respect of e-bookings / e-shipping instruction
- Ensure that procedures are in place to produce prompt and accurate documentation/delivery orders
- Oversee the processing of documentation between customers, customer services and resolve any issues which arise
- Ensure that responsibilities for documentation which remain with the agent are executed accurately and to the agreed timescales
- Maintain the necessary expertise to address all issues associated with transport and commercial documentation, and to provide support/assistance to customers as needed
- Ensure that customers are advised of new/changed services, changes in surcharges etc. and provided with advice of delays/issues affecting individual shipments
- Overseeing the resolution of any accounts payable invoice queries (as passed on by Finance) relating to pricing/other commercial issues; make any recommendations re: waiving of charges to the required management level
- Agree KPIs for the performance of Customer Service functions with the Commercial Manager, and monitor performance to ensure they are being achieved
- Encourage the personal development of the staff in the department, through use of the appraisal system, and providing the required support and training
- Overseeing Claims department on all Claims/insurance and equipment related issues

Requirements

- Bachelor's Degree From recognized university in related field.
- 3 years experience in leading commercial role/customer service and shipping/logistics industry
- Strong knowledge of legal and liability framework of shipping documentation and practices
- Extensive experience of managing customer service teams in the production of shipment and documentation,
- Ability to operate IT systems in supporting business processes as internally required (Trust)
- Highly customer-service oriented
- Analytical capability towards processes and problem solving
- Strong decision making ability
- IT literate in systems deployment including EDP and Web
- Knowledge of shipping procedures, processes and liabilities
- Leadership and motivation skills
- Persuasive in presentation and in dialogue, inspiring trust from colleagues and customers
- Able to resolve problems/conflicts through discussion

About the Company

United Arab Shipping Company was established in July 1976; jointly by the six shareholding states from the Arabian Gulf (Bahrain, Iraq, Kuwait, Qatar, Saudi Arabia and U.A.E). The head office is located in the State of Kuwait.

As the National line of the Arabian Gulf states, UASC\\'s primary mission is to serve the shipping needs of the Arabian Gulf region

UASC also aims to expand into global trades, where commercially feasible, to strengthen our operations and provide a wider service network to our customers.

UASC is one of the largest ocean carrier of dry cargo to the Middle East. UASC has assumed this position on merit as a carrier providing first class service to its customers, which has been maintained, despite ups and downs, in the market.