Amer Khoury

-Drive proactive customer support and issue resolution for a seamless customer experience across all products in scope. -Ensure execution of customer needs on physical products -Ensure customer experience in cross functional teams -Mobilize stakeholders, including vendors and across functions, to take necessary actions improve CX according to strategy. -Execute on physical product delivery, incl. issue resolution towards the customer -Develop network for unique intermodal setups via rail heads or supplier collaboration, JVs etc. in the country -Develop and sustain a capable Customer Experience organization -Build team with strong knowledge of local products and services and with mixed competencies (functional and commercial), who can timely and cost efficiently deliver on all products -Ensure country Customer Experience teams are trained in accordance with global standards, and individual customer service approaches differ with customer segment focus -Ensure tools, applications and recommended processes are used within the team -Country CX teams are coached and supported to enable their development. -Manage performance and ensure targets are met -Drive Cost to Serve -Ensure country Customer Experience teams contributes with revenue assurance/cost efficiency/growth within its area of influence. -Ensure we maintain an efficient team across country and GSC. -Provide customer feedback to KCMs/Program Managers for business development purpose CHB (where applicable) -Legal compliance related to Customs regulations and AEO obligations

Responsible for the daily customer interactions with the company. Enhance the level of customer satisfaction in order to increase revenue and anticipate and solve customer problems. Formulating and executing a local customer service strategy in order to deliver on the global and local targets and priorities Maintaining a dynamic and scalable customer service organization where resources are managed effectively and efficiently. Driving continuous improvements, monitoring performance against established KPIs and targets and taking corrective action as required thought listening to customers’ voice. Owning, creating, maintaining and testing a business continuity plan for critical customer processes across products. Orchestrating all local functions towards delivering customer-critical services in the event of an incident.

Contributing on customer service process improvements in coordination with One Team Customer Service team and customer relationship. Also contributing in projects covering process re-design and process excellence for customer service. Ensuring customer service KPI's are met and physical attributes / transactional processes are handled at highest level. Ensuring that action points are worked on by involved stakeholders and all work is actioned in a project management fashion. Proactively review variations and look for ways to standardize where it does not have negative impact to customer and where we can achieve fewer errors.

Managing the customer relationship for the assigned accounts and to give customers the feeling that they can trust us, that they are cared for and to make them feel pleased in their interactions with Maersk (CARE Pro Model). Also responsible for the overall business development, customer satisfaction, for each assigned accounts, and required to be the single point of contact for on-boarding new all customers and would handhold them for the first few shipments in line with Onboarding guidelines, until customers are comfortable dealing with Maersk

Knowing and analyzing the market and qualifying the related accounts according to the expected result and the investment provided by the company. Implementing the commercial policy defined by applying the entity sales methods. Taking responsible of the user and dealer accounts in the portfolio by developing arguments of the product and services for them following validated rules and instructions, which will help in selling the products and services of the related entity and insuring a volume of sales and market shares in line with the objectives of the entity.

Managing the ordering and delivery of circuits and Customer Premises Equipment (CPE) orders in several countries of the Middle East & North Africa region, through receiving and validating customer order and entry to BT Order Management system, placing orders for service components (e.g. access, CPE) to external suppliers in the Middle East and North African region, and following up on order progress and maintain BT order management database documented on a regular basis including use of exception codes and escalation tools.

Performing mainly indoor and outdoor sales of freight forwarding services (mainly airfreight). Also performing sales leads through regular communications with the company’s worldwide agents. Meet and exceed customer’s satisfaction by taking their problems into consideration till it is finally solved. Job role including to have regular meetings with the airlines to strengthen our business cooperation with them. And was assigned to handle the project of exporting garment out of Jordan and visiting the related QIZ factories in regular weekly basis. Working at Queen Alia International Airport from time to time as an operator for the air export shipments.