Control Tower Executive Job at Aramex

Job Description

The Customer Service Associate, reporting to the Control Tower Supervisor, will support logistics involving transportation, warehousing, and the flow of material, and is responsible for aiding all the incoming and outgoing orders along with documentation required for the movement. With direct contact to the Customer, the Customer Service Associate will control the flow of information and resolution of issues with the client.

Job Responsibility

Clear, concise and timely communication to the Customer
Adhere to customer service policies and procedures to maximize the customer experience
Manage daily customer complaints and ensure timely resolution
Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement
Interact regularly with customers to understand and respond to their needs and gather feedback on the service provided
Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvements
Implement identified and agreed improvements
Responsible for SRN creation & follow up on cases/complaints
Manage shipments, in and out movements through warehouse management system and other systems as required
Preparing of documents for in and out movement
Utilize various transportation provider software systems, to facilitate material movement planning and scheduling
Prepare and update logistics schedule to ensure deliveries to production locations
Coordinate product delivery schedules with customers
Coordinate daily activity to track location and movement of inventory. Provide reports to internal and external customers as required
Assist in obtaining necessary transportation permits for inbound and outbound shipments
Expedites all critical orders with local subcontract vendors
Works closely with providers to ensure efficient and effective execution of defined processes and goods transportation
Organizes and maintains hard copy and electronic documentation supporting order fulfilment
Re-routes freight as needed by the customer
Verifies accuracy of physical inventory when needed
Answers questions regarding sourcing from internal and external customers as needed
Verifies inventory locations and availability for shipment against requirements specified in purchase orders
Ensures that goods are shipped in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service and contractual requirements
Provide project development support to multiple departments within the organization
Special project support as required

Requirements

Proven experience in Control Tower/Customer Service role
Conceptual thinking & innovation
Achievement drive
Organizational commitment
Customer service orientation
Integrity
Relationship building and interpersonal skills
Teamwork
Flexibility and exemplary attendance
Initiative
Strong communication - written, verbal and interpersonal skills
Ability to manage challenging customers
Time management skills
Problem solving skills
Analytic skills
Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)

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Control Tower Executive

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