Senior Coordinator- Service Delivery

3 days ago

Doha, Qatar BD SELECT Full time

**Responsibilities**
Coordinate with Team, Customer Service Rep., and Dept. Manager to resolve invoice disputes with customers and internal clients quickly and maximize cash recovery.
Own all invoice disputes and complex claims history, timeline, narrative of events, underlying cause, decision reasons, and file details. Provide management with a verbal report at any moment.
Respond to client invoice disputes and claims (damage, cargo loss, etc.) within the Manager's KPI response time, including response time, resolution/rejection time, etc.
Keep track of disputes and claims and prepare and analyze them for client meetings, discussions, and resolutions (& update in system & trackers)
Influence and give Subject Matter Expertise (SME) to business and Accounts Receivable (AR) policies and procedures on invoice-to-collection process to enhance cash recovery.
Communicate with clients/customers about land, air, and sea freight to assure delivery.
Report to the Supervisor - Customer Relationship on any internal quotation requests within 24 hours.
Manage any issues with shipments everyday (like any lost shipments, SOB status, Shipment status, Container loading and positioning, Quoting)
Liaise with overseas agencies, major shipping lines, and airlines to get the best customer-specific pricing. Work with the business development team and other departments to coordinate orders and client needs.
Coordinate with operations to handle consumer issues.
Maintain close contact with clients and address problems and other difficulties.
Help with A/R collections and team members.

**Requirements**:
Bachelor’s degree
Experience: 3-5 years. (Customer service/operations)
Preferred Qatar logistics market experience
Freight IT systems and tools to improve business
English-speaking, MS Office

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