Basic Info

Mohamed Emam

10 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Service & Commercial Manager at GExpress

Experience Details

Customer Service & Commercial Manager

Logistics/Supply Chain, Operations/Management, Sales/Retail

Manager

Main function of Customer Service:
Responsibility for the day to day management of the Customer Services Department. Providing
leadership and direction to the Customer Services Supervisors and their teams to ensure that an
excellent standard of service is provided and maintained.
Role responsibilities:
 To ensure the full implementation of the Customer Services strategy across the business.
 To ensure that the Customer Services function operates effectively and that the functions’
activities are aligned to departmental and Company objectives.
 To ensure the accurate processing of customer quotations, orders and order confirmations
within agreed timescales.
 To ensure that all customer enquiries are satisfactorily managed, resolved and closed within
agreed timescales.
 To ensure that the Customer Services function is adequately staffed and trained to deliver an
efficient service to internal and external customers.
 To represent the Customer Services function as an active member of the Senior Management
Team.
 To actively promote and manage the process of continuous improvement in Customer Service
standards within Call Enquiries and Order Processing.
 Create and sustain a positive team environment displaying high levels of motivation and
excellent team spirit.
 Participate and contribute to relevant management meetings.
 Promote effective communication throughout all levels of the Customer Services function.
Main function of Commercial:
1. To identify and make contact with potential new customers with a view to securing new
projects long term.
2. To follow up leads and enquiries from potential new clients.
3. To develop and maintain a professional relationship with existing and new clients to
ensure they are satisfied with the company’s performance and to identify their future
needs and requirements, advising on how Coulson Joinery can meet those needs.
4. To achieve set turnover targets/budget targets.
5. Preparation of tenders through close liaison with the Senior Estimator.
6. Complete surveys and produce pricing documents and contract terms.
7. Work closely with the project team; ensure optimum delivery of the project whilst
exercising control of costs, procurement and management of the supply chain.
8. Responsibility for ensuring risk is managed and contractual issues are looked after in
the company’s best interest.
9. Preparation and agreement of final accounts.
10. Dispute resolution/settlement of contractual claims.
11. Keep the Board of Directors informed of market opportunities and business
development.
12. To take a proactive approach to continuous improvement and innovation in all aspects
of the job.
13. To develop and implement change and improvements in ways of working.
14. Assist with the introduction and development of information technology/management
systems in order to optimise and improve working practices and procedures and assist
in training others in the use of these systems.
15. All duties and responsibilities should be carried out in accordance with agreed Coulson
Policy and Procedures, giving regard to Coulson policy commitments to efficient service
provision, promotion of Equal Opportunities and Diversity, Corporate Social
Responsibility and good employee relations.
16. Any other duties the Company may reasonably require. Having at all times full regard
for the departments competitiveness, efficiency and general viability.


Company Details

GExpress

Cairo, Egypt

101-500 employees

Logistics and Supply Chain

Www.express-Eg.com

Jan 2017 to present (2 months)
Sales Supervisor (Head of sales) at MovEx

Experience Details

Sales Supervisor (Head of sales)

Sales/Retail, Logistics/Supply Chain

Manager

I'm currently work as a product manager assistant in MovEx for international shipping and transportation.
The product manager assistant is responsible for growing the company's global third party logistics
(3PL) business in an assigned territory, in accordance with corporate objectives (i.e. revenue & profit targets, product growth initiatives, etc.).
The product manager assistant serves as the main sales contact
point for prospects and the sales account owner for customers assigned in their region.
They must also find and develop qualified leads, then convert them through the sales process into prospects and customers.
The product manager assistant is a highly motivated individual with a strong import/export ocean (NVOCC) and air transportation skill set, capable of developing compelling value propositions that foster strong relationships. Selling value added 3PL solutions, including customs brokerage, P.O./vendor management, I.T. services, consolidation/CFS, warehousing & distribution is also critical for success.




ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Find & develop qualified leads (cold calling), then convert them through the sales process into prospects and customers.
Continuously keep the sales pipeline full with deals at various types and stages, including fresh/new (qualified) leads/introductions,mid and late stage sales life cycle targets.
The ideal sales pipeline will always be full with a wide variety of account types, company sizes, diversified industries,transactional vs. strategic business and services offered.

2. Engages prospects and customers to present the company's services, always furthering relationships up the value continuum towards the advisory (value added role).
Advocates for both the company and the customer, striving to find win-win solutions that expand and further client relationships.

3. Performs regular (daily) visits to qualified prospects and customers, in accordance with Managements directives, to drive the business and grow the company's revenue, market share and profitability.
Builds relationships at all levels and represents the company in a professional manner, including making presentations.

4. Conducts quarterly business reviews (QBRs) with clients.

5. Self manages various administrative aspects including:
Expense reporting in accordance with company’s budget and travel policy.
Updates to customer relationship management (CRM) software and prepares/submits all required reports in an accurate and timely manner.

6. Achieves the annual growth targets (revenue, profit, volume) as defined in the sales planner.
Must be capable of closing business independently, although management team / corporate support are readily available.

7. Performs all other duties as assigned and requested by management.


Company Details

MovEx

Cairo, Egypt

101-500 employees

Import and Export , Logistics and Supply Chain , Transportation

www.MovEx.com.eg

Aug 2016 to Dec 2016 (4 months)
Customer Service Team Leader at Aramex Int'l Egypt

Experience Details

Customer Service Team Leader

Customer Service/Support

Experienced (Non-Manager)

Job Purpose:

•Ensure excellent customer service is provided to customers in timely manner, by adhering to policies and standards to achieve highest satisfaction levels.
•Ensure service recovery when needed.
•Manage customer inquiries, problems, requests and Suggestions; determines appropriate solutions and/or responses.

Accountability:

1.Has intimate knowledge of customer needs and ability to provide solutions.
2.Work with the Customer Service Manager to develop and implement service Initiatives to improve the customer experience.
3. Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.
4. Analyze sources of service failures, identify probable root causes and recommend solutions.
5. Continuously encourage/enable customer service team members to solve customer inquiries and complaints.
6. Manage daily customer complaints and ensure timely resolution.
7. Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
8.Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.
9.Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.
10. Monitor the changing needs of the service, liaising with customers and frontline, to Identify areas for improvement and make recommendations for service improvement and implementing those improvements.
11. Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers.


Company Details

Aramex Int'l Egypt (multinational)

Cairo, Egypt

N/A

Transportation, Import and Export

www.aramex.com

Dec 2010 to Jul 2016 (5 years 7 months)
Operations Senior at Aramex

Experience Details

Operations Senior

Logistics/Supply Chain

Experienced (Non-Manager)

JOB PURPOSE:
IMPLEMENT THE DAY TO DAY EXPRESS OPERATIONS PROCEDURES AND POLICIES TO ENSURE SMOOTH FLOW OF
OPERATIONS IN TERMS OF RECEIVING/PROCESSING OF PACKAGES, ON TIME DELIVERY AND SYSTEM UPDATING.

KEY ACCOUNTABILITIES:
Outbound Operations:
1.Process and monitor the receiving process from ground couriers as per the standard procedure.
2.Process the incoming packages in terms of weighing, coding, packing, adherence to destination requirements, sorting and bagging.
3.Process the packages into the system in terms of origin scanning, bagging and manifesting.
4.Monitor and control the pre-alerting and bagging processes as per the destination requirements.
5.Implement all necessary procedures to ensure deference to the quality audits and service standards.
6.Perform all necessary customer service functions with regards to on hold shipments, repacking, bad address management, special requests and answering internal/external customers’ inquiries.
7.Maintain effective communication with internal and external customers 8.Controls and files all related paperwork in their appropriate locations and as per the record retention procedures.
9.Identify shipments containing illegal materials such as drugs, weapons, liquids not to pass through the operations.


Company Details

Aramex (multinational)

Cairo, Egypt

More then 1000 employees

Transportation

www.aramex.com

Dec 2005 to Nov 2010 (4 years 11 months)
Sales Representative at CitiBank

Experience Details

Sales Representative

Banking

Student

N/A


Company Details

CitiBank (multinational)

Maadi, Cairo, Egypt

More then 1000 employees

Banking

N/A

Oct 2004 to Nov 2005 (1 year 1 month)
Accountant (intern) at Gemsa Petrolem Company

Experience Details

Accountant (intern)

Accounting/Finance

Student

N/A


Company Details

Gemsa Petrolem Company (multinational)

Maadi, Cairo, Egypt

More then 1000 employees

Oil and Gas

N/A

Jun 2004 to Sep 2004 (3 months)
Sales Representative at Metlife Alico

Experience Details

Sales Representative

Accounting/Finance

Student

N/A


Company Details

Metlife Alico (multinational)

Maadi, Cairo, Egypt

More then 1000 employees

Insurance

N/A

Oct 2003 to May 2004 (7 months)
Accountant (intern) at Gemsa Petrolem Company

Experience Details

Accountant (intern)

Accounting/Finance

Student

N/A


Company Details

Gemsa Petrolem Company (multinational)

Maadi, Cairo, Egypt

More then 1000 employees

Oil and Gas

N/A

Jun 2003 to Sep 2003 (3 months)

Achievements


I have got the 3rd place in the national games Tennis

Education

BSc of Commerce in Commerce

Education Details

BSc of Commerce

Commerce

Ain Shams University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Ain Shams University
2002 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Namozagya High School

Egypt

2002

A / Excellent / 85 -100%

N/A

Namozagya High School
2002

Certifications

Certificate details

Train Of Trainer (ToT)

Sep 2013

95 out of 100

N/A

N/A

aramex

N/A

Certificate details

Dangerous Goods

Mar 2006

100 out of 100

N/A

N/A

Lufthanza Cargo

It's a license to be renewed each 2 years , the main purpose is to handling the DGR material and dealing with and hand it over to the airline with it's correct declaration

Certificate details

Employee of the Quarter

Sep 2010

100 out of 100

N/A

N/A

aramex

N/A

Training and Courses

Training/Course Details

Telesales & Phone Handling

Nov 2010

Dale Carnegie

N/A

English at AUC
Nov 2005

Training/Course Details

English

Nov 2005

AUC

Level 8 & 9

Training/Course Details

Leadership

May 2016

Logic training center

Emotion Intelligence (lead to the change)

This profile is fresh!
Last update 5 days ago.

Jobseeker photo

Profile Skills and Keywords

AVAYAAccountantAccountingAnalyticalArabicArabic Classic MoviesAramexAramex Int'l EgyptBankingBusiness DevelopmentCitiBankCommerceCourier ServiceCustomer RetentionCustomer ServiceCustomer Service & Commercial ManagerCustomer Service Team LeaderCustomer-orientedDangerous GoodsEmployee Of The QuarterEnglishExpress ProceduresFinanceFreight Forwarding (Air Freight)Gemsa Petrolem CompanyGermanGlobal Case SystemImport And ExportIndian MoviesInnovativeInsuranceInternet SearchLeaderLeadershipLogisticsLogistics And Supply ChainManagementMetlife AlicoMicrosoft OfficeMusicNegotiationOil And GasOperations ProceduresOperations SeniorPresenterRetailSalesSales RepresentativeSales Supervisor (Head Of Sales)Service CenterSocial ActivitiesSportsSupportTelesales & Phone HandlingTrain Of Trainer (ToT)Transportation

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Intermediate

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Service Center

Service Center

: Expert

: Extreme - I love it!

:

1-3 years

Global Case System

Global Case System

: Expert

: Extreme - I love it!

:

1-3 years

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

More than 7 years

AVAYA

AVAYA

: Advanced

: High

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Operations Procedures

Operations Procedures

: Expert

: Extreme - I love it!

:

3-5 years

Customer Retention

Customer Retention

: Expert

: Extreme - I love it!

:

1-3 years

Express Procedures

Express Procedures

: Expert

: High

:

3-5 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Courier Service

Courier Service

: Expert

: Extreme - I love it!

:

More than 7 years

Freight Forwarding (Air Freight)

Freight Forwarding (Air Freight)

: Advanced

: High

:

1-3 years

Negotiation

Negotiation

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Presenter, Customer-oriented, Innovative

Online Presence

eg.linkedin.com/pub/mohamed-emam/25/8a6/617/

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