• To lead and empower a high-performing customer service team dedicated to providing exceptional service to port users.

• To develop and implement strategies that enhance customer satisfaction, loyalty, and retention within the port environment.

• To champion a collaborative approach, fostering strong relationships with internal and external stakeholders.

• To ensure the efficient and timely resolution of customer inquiries, complaints, and requests related to port services.

KEY ACCOUNTABILITIES & ACTIVITIES

• Team Leadership and Development:

  • Recruit, hire, train, and coach a customer service team with in-depth knowledge of port operations.

  • Set clear performance goals, provide ongoing feedback, and conduct performance reviews for your team.

  • Cultivate a positive and supportive work environment that motivates and empowers team members.

• Customer Service Excellence:

  • Develop and implement customer service policies, procedures, and standards aligned with port best practices.

  • Monitor and analyze customer interactions to identify areas for improvement within the port's service offerings.

  • Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure customer service success specific to the port industry.

  • Oversee the handling of customer inquiries, complaints, escalations, and requests for special container handling (e.g., direct delivery, special storage).

  • Ensure efficient case management and resolution within established timeframes, collaborating with internal departments such as (Finance, Operations, Planning) as needed.

• Collaboration and Communication:

  • Foster strong relationships with internal departments such as (Finance, Operations, Planning) to ensure seamless customer service across all touchpoints.

  • Act as a liaison between customers, commercial, operations, and government teams, fostering a collaborative approach to problem-solving specific to port operations.

  • Clearly communicate port policies, procedures, and updates to the customer service team and relevant internal stakeholders.

  • Maintain open communication channels with customers, addressing their concerns promptly and professionally.

• Strategic Initiatives:

  • Analyze customer feedback to identify trends and opportunities for improvement in port service delivery.

  • Develop and implement strategies to enhance customer loyalty and retention within the competitive port industry landscape.

  • Partner with the commercial team to develop data-driven insights that inform port-wide strategies.

  • Manage ad-hoc tasks and projects to achieve departmental goals and contribute to the overall success of the port.

• Metrics and Reporting:

  • Track and report on key customer service metrics relevant to the port industry, including customer satisfaction, resolution rates, turnaround times, and container handling efficiency.

  • Use data analysis to identify areas for improvement and develop data-driven solutions to enhance port operations.

BACKGROUND, SKILLS & QUALIFICATIONS

• Proven track record of success in improving customer satisfaction and loyalty within a complex, multi-stakeholder environment.

• Strong leadership, coaching, and mentoring skills.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to work effectively in a fast-paced, dynamic, and demanding port environment.

• Proficient in Microsoft Office Suite and customer service software (CRM).

• Have good command of both written and spoken English.

• In-depth knowledge of port operations, shipping procedures, and relevant regulations is a plus.

• Experience dealing with customers in KSA/GCC is a plus.

• Arabic is considered a plus.

• Bachelor's degree in Port Management, Business Administration, Supply Chain Management, or a related field (or equivalent experience).

• Minimum of 5 years of experience in a customer service leadership role, preferably within the port industry.