Job Description

Location: Jebel Ali Freezone, Dubai

Workplace: Onsite

Company Profile:

Pentagon Freight Services has been delivering best-in-class logistics and freight forwarding to the vital sectors we serve for almost 50 years.

Our purpose is to support vital industries in continuing their operations so that global growth may continue uninterrupted. Our goal is to provide assurance for a world that never stops.

Our goal is to also connect with partners, clients, and workers to become the most renowned supply chain logistics provider in each of our specialized areas.

:

• To provide on a day-to-day basis a consistently high-quality service level to the customer.
• To analyze and respond appropriately to queries from customers via telephone and e-mail, working towards an appropriate solution.
• Maintaining customers focus on all times and answering to customer's enquiries using the standard guidelines.
• Maintain, grow, and build long term relationships with account portfolio via phone calls, emails, and job quality follow up.
• Taking ownership of queries and proactively following through to resolution.
• Ensuring that all customers' queries are well-investigated and resolved, and escalating queries if appropriate to Team Leader/ Line Manager.
• Maintaining records of all transactions and interactions made with customers.
• Perform various customer service activities, including upselling and handling new & existing accounts.
• To exceed customer expectations within tight time scales
• Act as a liaison between clients and operations & other departments to ensure efficient service levels are delivered to the clients.
• Liaise internally with inter department to resolve any issues or support if needed.
• Establish and monitor the standards for customer service in the company. This is achieved using a recognized and comprehensive benchmark and set KPIs.
• Ensure maximized productivity and minimized costs.
• Follow up customers and their complaints; ensuring that customer's requests are attended to accordingly.
• Render support to other customer care team members when the need arises, or as instructed.
• Liaise with overseas offices/Agents for arranging shipments for various clients when required.
• Job Closing / Finalization: Ensure verification of Cost entry is done by respective team and completed jobs are handed over to Billing time within the set KPI's.
• E-filing - Ensure prior finalization of the jobs, all relevant documents are uploaded in the system by relevant teams.
• Proactive follow-ups for relevant teams on the job file costings on completion of jobs.
• Ensure all documents related to shipments (CIPL, BL/AWB, COO etc.) are uploaded in CW1 e-docs.
• Ensure all relevant invoices from overseas offices/agents are accounted for and passed in CW1.
• Update and record all mandatory fields in CW1 jobs to meet set data integrity guidelines by global CW1 team.
• Timely and accurate invoicing/billing to customer based on requirements and deadline and to ensure invoicing of completed jobs is done to monthly KPI's
• Role Requirements:
• Knowledge in Import / Export formalities
• Must have Logistics experience
• Good Communication Skills
• Good with MS Office

Job Types: Full-time, Permanent

Application Question(s):

• Experience in customer interaction
• Freight Forwarding Experience

Experience:

• Customer Service: 3 years (Preferred)