Customer Service Executive

PSA BDP; Dubai; Sur place; AED 120 000 - 190 000; Plein temps

Résumé du poste

PSA BDP is seeking a frontline Customer Service professional in Dubai to deliver exceptional service to customers, manage onboarding, and drive continuous process improvements within freight forwarding operations.

The role focuses on addressing inquiries, handling complaints, maintaining data quality in the system, and collaborating with Operations, Sales and Finance to ensure high service levels across the account portfolio.

Qualifications

• Firm knowledge of at least 2 foreign business languages with strong written and oral skills.
• Initiative and strong organizational sense to meet customer requirements.
• Ability to stay calm under pressure and handle stressful situations.
• Team player who can also work independently.
• Able to work with diverse cultures.

Responsabilités

• Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
• Support customers by providing information, answering questions, considering their suggestions and complaints.
• Ensure best-in-class customer onboarding.
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the customer.
• Advising and consulting customers to ensure customer satisfaction, to maintain own key performance indicators.
• Resolve escalated and complex customer issues on-time.
• Maintain and integrate customer information accurately into the system.
• Accountable for maintaining excellent services levels for external and internal stakeholders.
• Identify business development opportunities within existing accounts & manage the Key Accounts being responsible for its development.
• Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
• High standard of knowledge about operational regulations for Ocean and Customs, and close follow up with operations for shipment handling and troubleshooting
• Ensure data quality at all times and timely customer reporting in accordance with the KPI’s.

Connaissances

Multilingual: 2+ languages

Customer service mindset

Organizational skills

Team player

Formation

Professional degree in logistics and forwarding

Outils

Microsoft Office

TMS software

Description du poste

About PSA BDP:

PSA BDP, a member of the PSA Group, is a leading provider of globally integrated and port-centric supply chain, transportation, and logistics solutions. The company is headquartered in Philadelphia, PA, and employs more than 5,500 people worldwide. We are a team that celebrates our unique diversity and close-knit community atmosphere.

Our core values begin at the very top and span the broad reach of our global community. We offer dynamic careers for those individuals looking to be a part of something bigger and provide unequivocal opportunities for growth within the organization.

PSA BDP serves over 5,000 customers, including some of the world's leading multinational companies within the chemical, retail & consumer, life sciences & pharmaceuticals, and electric vehicle & industrial verticals.

Scope:

Responsible for providing frontline support to customers and ensuring customers are satisfied. Retaining customers by providing exceptional service while handling complaints and suggestions. Continuously provide customer excellence and sustainable growth across the scope of responsibility.

Responsibilities

• Focus on customer engagement, satisfaction, retention and reactivation through high level of service quality, close collaboration with operational and commercial key stakeholders, along with management to optimize the customer experience.
• Support customers by providing information, answering questions, considering their suggestions and complaints.
• Ensure best-in-class customer onboarding.
• To focus on continuous improvement of processes and controls, including management of customer complaints, aiming for consistently delivering to the customer.
• Advising and consulting customers to ensure customer satisfaction, to maintain own key performance indicators.
• Resolve escalated and complex customer issues on-time.
• Maintain and integrate customer information accurately into the system.
• Accountable for maintaining excellent services levels for external and internal stakeholders.
• Identify business development opportunities within existing accounts & manage the Key Accounts being responsible for its development.
• Feedback to the customer (internal and external reporting of the shipments to the customer) by various means (mail, phone, EDI)
• High standard of knowledge about operational regulations for Ocean and Customs, and close follow up with operations for shipment handling and troubleshooting
• Ensure data quality at all times and timely customer reporting in accordance with the KPI’s.

Generic Standards

• Firm knowledge of at least 2 foreign “business” languages with good oral and written communication skills
• Initiative and strong organizational sense in order to meet customer requirements. High standard of ownership and responsibility.
• Ability and Willingness to go extra mile Ability to stay calm under pressure and stressful situations
• Team player, but also able to work independently
• Able to work with different cultures

Functional Standards

• Demonstrated experience in Freight Forwarding (Import, Export and Customs)
• Understanding of International Trade and Incoterms
• Knowledge about Dangerous Goods and IMCO regulations

Dimensions / KPI’s

• Acknowledgement of customer inquiries within a dedicated time frame
• Clarity and proactiveness in communication with the customer
• Timely hand over of documents and information to Operations and follow up
• Weekly reporting
• Data Quality in TMS Systems

Key Interfaces

• Operational contacts with customer
• Manager Customer Service
• Business Partners, Vendors and Suppliers
• Operations department
• Sales department
• Finance department

Qualifications/Experience

• +5 years of detailed experience of logistics and forwarding operations, pricing, product and customer service mind-set.
• Professional degree by a licensed educational institution specialized in logistics and forwarding.
• High standard of computer literacy with Microsoft Software applications and /or other market leading Transport Management (TMS) applications.