Coordinate closely with operation team & HOD as per need & to ensure that standards of customer service are adequately maintained for airfreight, ocean freight & other products in scopeof job.Leading Implementation of all Global Customers (Exports/Imports) by coordinating with customerKAMs, regional IMPAT team, as per need & with all local stakeholders.Responsible to update all implementation tasks in GRIPS/WINMORE in accordance with theassigned task by regional IMPAT team.Prepare IOPs/SOPs for all consignee-controlled accounts and ensure Implementation withinconcerned teams through conference calls, email etc.Acting as focal point to resolve customer service-related matters.Implementing any other customer(s) requested by sales in order to improve performance.To support manager AFR KHI in matters of AFRI Free hand pricing.Operational Role (CW1):Lead and super user for CW1 activities.Acted as the core team member to implement CW1 for AFR PK.Active participant in migrating customer data (CW1 organizations) in accordance to the MDAMguidelinesActive member to draft country airfreight process (L5 process) in accordance with the CW1 mechanism.Played lead role in aligning CW1 documents like HAWB, MAWB, invoice, arrival notices, delivery orders etc in accordance with the country laws.Acting as main focal point to resolve, guide and monitor issues related to CW1 (OPS system).Responsible to monitor, guide and control KPI performance for airfreight.Responsible to communicate and conduct trainings for the entire airfreight team related to CW1 handling.Responsible to update & guide team members on the continuous changes taking place related toCW1.Key point of contact related to auto rating guidance and troubleshooting related matters.Focal point to define process that effectively create a positive impact on KPI performance.

To ensure that standards of Customer Service Team are maintained and clients for airfreight, ocean freight & all products are serviced adequately.Provide comprehensive guidelines by assigning individual tasks and responsibilities to continuously improve the standard of Customer Service Team.To ensure that customers are provided with up-to-date information about market situation, overseas reports, customs and other government and private agencies updates as well as airline/ shipping lines instructions.Support marketing & sales’ goal in ensuring that customers are provided with the highest quality of service.Respond to all administrative and functional management instructions, policies and programs and disseminate the same Customer Service Team timely.Track and monitor individual performance based on the agreed standards. Grade and appraise customer service team for annual appraisals.Establish individual performance as well as attendance standards.Perform other functions that maybe required by the Head of CS.Attending kick off calls for Global Customers.Ensuring rates are profiled in LOGIS Air before the deadline.Ensuring rates are distributed to local stakeholders before the deadline.Ensuring implementation related tasks are completed & reported to regional IMPAT team on time.Leading local implementation of customers falling under the IMPAT implementation criteria.Implementing any other customer requested by Sales or CS in order to improve performance.Creating customer SOPs.

Attend customer complaints and enquiries and to ensure customer satisfaction are met.Develop customer relationships with existing customers.Attend daily communication via different Medias; ensure the departmental KPI are met.Work with the line supervisor / manager to communicate and implement new procedures.Ensure CS representatives are in compliance with company & department standards.Handle customer’s escalated cases from CS team and assist them in resolving issues.Liaise with key personnel in other functional areas to provide updates & status to customers.Collaborate with operations staff to jointly develop new or enhance existing procedures relating to service deliverables in order to maximize customer satisfaction.Uphold good quality service standard.Support in achieving company targets and KPIs.Provide best quality service to all customers.Lead, motivate and supervise CS team to ensure that all customer enquiries are responded promptly & professionally

Ocean (LCL and FCL)Accepts all orders (from customers or overseas office) and processes them till handover to Operations.Proactively inform customers on shipment status, exceptions and provide intermediate updates on incident solution.Drive solution of customer complaints by solving it directly or assigning tasks to other function.Obtain and process customer feedback and ask for CS related feedback (e.g. follow-up on complaint handlingCollaborate closely with Operations and other departments for smooth handling of shipments and continuous updates.Air (Perishable shipments):Responsible to book & plan perishable shipments as per customer requirement. Co- ordinate with airlines like Emirates, Qatar Airways and PIA for space confirmation.Responsible to acquire rates from airline.Responsible to hand over shipments to air freight operations department for smooth execution.

Responsible to monitor and execute shipment smoothly which includes; pre-alerts, shipping documents, order confirmations.Responsible to solve the shipment / cargo problem (damage/loss, delayed stuffing).Maintain contact with overseas offices, shipping lines and customers/consignees for shipping schedule and documents.Responsible to prepare file (shipment) report for management/superior requirement.

Receive inbound calls from participants with regards to Domestic/International Couriers, Overland & Sentiments Express.Register customer complaints and forward them to respective persons.Answer participant's questions, as well as questioning participants to obtain full understanding of what information is being requested.Recognizing and managing assertive customer calls. Building a long-term relationship with the customer.Provide quality customer service on every call. Communicate clearly and effectively with participants. Managing length of calls.Handling aggravated and annoyed customers, and bridging the communication gap.