Latest Jobs at Aldelia Limited

 YOUR ROLE:

• Manage and coordinate all Customer Care activities (Customer service, Booking, Specialized desk, Cargo readiness, Centralized service delivery) to ensure level of service meets customer expectations in compliance with Group interests.

 WHAT ARE YOU GOING TO DO:

• Define Customer care strategy in coordination with Sales.
• Monitor and coordinate Customer care activities according to target KPIs and take actions to improve performances.
• Ensure implementation of Group processes and procedures under their scope.
• Support Group projects implementation and new tool deployment.
• Supervise all Service Delivery activity, cargo readiness, booking and customer service.
• Support and ensure customer loyalty. Commit to a long-term development process of your external network.
• Establish client invoicing in compliance with commercial contracts, international guidelines, exchange rates, applicable taxes, type of provided services, etc.
• Voice of Customer monitoring (NPS, CSAT, Pulse, CJM, …)
• Lead agency transformation as per group strategy (customer care projects, tools, people…)

 WHO WE ARE LOOKING FOR:

• Postgraduate degree (+5 years) in Business, Management or Logistics as well as a minimum of 8 years of professional experience in similar capacity in marine/shipping/transport in an international environment.
• Strong drive, full autonomy, and leadership as well as strong interpersonal and communication skills. You are customer oriented with the capacity to adapt to change and bring innovation to the business.
• Possess strong analytical skills as well as a good understanding of Customer Service processes, documentation, and security initiatives.
• Clear understanding of Group Policies & procedure.
• Fluent in English, proficient in computer tools and a good command of IT tools.

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YOUR ROLE

•  Reporting to the Country General & Deputy General Manager, you will provide support and expertise for the development of port activities for the Group.
• Your main mission is to coordinate, lead, pilot and supervise all activities of the Operations department including transhipment activities.

 WHAT ARE YOU GOING TO DO

• Leading the Operations team
•  Define the general and specific objectives of the team.
• Ensure the proper organization of the operations team and the training of its personnel.
• Ensure compliance with the group procedures, tools, and deadlines.
• Ensure compliance with group procedures related to ship calls and their operations.
• Ensure full compliance for special cargo management (HAZ, OOG, Reefers, etc.)
• Ensure the maintenance of Key performance Indicators requested by management.
• Respond to questions from the lines or HO or RO regarding the port, terminal, and operations.
• Perform necessary checks to ensure the proper functioning of the team.
• Ensure the proper execution of tasks of the department, including the management of import/export lists, manifest declaration and the transshipment activities.
• Coordinate and manage relations with the SSC/GBS and or any third-party service providers.
• Leading the weekly transhipment idle follow-up meetings and ensuring the proper accuracy of Journey Legs.
• Monitoring the performance of any branch and reporting to the senior management.
• Interface and coordinate with lines, regional office, terminals and port authorities
•  Meet the expectations of the line’s operations & cargo flow.
• Represent and protect the group's interest vis a vis terminals and port authorities across the country.
• Coordinate any intervention by an external service related to our ships or equipment.
• Certify and validate invoices related to operations.
• Implement and follow Cost Improvement Plan.
• Develop & Implement Electronic Data Interchange with stakeholders for a full digitalization of data.
• Developing and implementing operational procedures and policies in line with the group Core Model.

 WHO ARE WE LOOKING FOR

•  You have a postgraduate degree (+5 years) in a Merchant Navy School or a master’s degree in Transport and Logistics as well as a minimum of 5 years of professional experience in maritime activities in a similar position.
• You have developed a professional network in the maritime sector, allowing you to be legitimate internally and externally with partners.
•  You have a first successful experience in team management. You have good listening and communication skills and know how to work in a team.
•  Your interpersonal skills, your ability to persuade and your proactivity are your major assets to succeed in this position.
• You have a strong capacity to adapt. You are compliant and have a big sense of responsibility. You can manage emergencies and crisis situations.
• You are fluent in English. You are computer literate.