About Company
Aramex (DFM: ARMX) is a leading global provider of comprehensive logistics and transportation solutions. Established in 1982 as an express operator, Aramex rapidly transformed into a global brand recognized for its customized services and innovative multi-product offerings. Today, it boasts a vast network spanning over 65 countries and is a significant player in the e-commerce logistics landscape, connecting businesses and consumers across the Middle East, Africa, Asia, and beyond. With a commitment to technological advancement and sustainability, Aramex continuously strives to deliver seamless, efficient, and reliable services, leveraging its robust infrastructure and a dedicated team to navigate the complexities of global trade and logistics. We are powered by a passion for excellence and a culture of continuous improvement, making Aramex a preferred partner for businesses worldwide.
Job Description
We are seeking a highly organized, customer-focused, and detail-oriented individual to join our team as a Remote Shipping and Order Tracking Support Specialist. This crucial role ensures the smooth and transparent flow of our customers’ shipments from dispatch to delivery. Operating from a remote setup, you will be the primary point of contact for inquiries related to shipment status, delivery schedules, customs documentation, and potential delays. Your ability to efficiently track orders, communicate clearly with internal teams (logistics, customs, delivery) and external customers, and proactively resolve issues will be key to maintaining our high standards of service. This position requires a proactive problem-solver with excellent communication skills, capable of managing multiple tasks in a fast-paced environment while upholding Aramex’s commitment to customer satisfaction. You will play a vital role in upholding our reputation for reliability and efficiency in the competitive logistics industry, contributing directly to our customer success and operational excellence.
Key Responsibilities
- Monitor and track shipments using Aramex's internal systems and external tracking portals to provide accurate real-time updates.
- Provide comprehensive and detailed information to customers regarding their order status, estimated delivery times, and any changes or exceptions.
- Respond promptly and professionally to customer inquiries via email, chat, and phone regarding shipping, tracking, and delivery issues.
- Investigate and efficiently resolve discrepancies, delays, or lost shipment claims in collaboration with relevant internal departments.
- Liaise closely with logistics, warehousing, customs, and delivery teams to ensure timely and accurate information exchange and problem resolution.
- Assist customers with understanding customs requirements and necessary documentation for international shipments.
- Proactively identify potential issues in the shipping process and communicate them to relevant stakeholders for preventative action.
- Maintain accurate and detailed records of all customer interactions and tracking information in the CRM system.
- Contribute to the continuous improvement of customer support processes and tracking methodologies.
- Escalate complex or unresolved issues to senior support staff or management as necessary, ensuring a smooth hand-off and follow-up.
Required Skills
- Excellent written and verbal communication skills in English, capable of conveying complex information clearly.
- Proven experience (minimum 1 year) in a customer service or logistics support role.
- Strong problem-solving abilities and exceptional attention to detail, especially when handling multiple data points.
- Proficiency in using tracking software, CRM systems, and standard office productivity tools.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote environment.
- Reliable high-speed internet access and a suitable, quiet home office setup.
- Customer-centric approach with a patient, empathetic, and professional demeanor.
Preferred Qualifications
- Previous experience specifically within the logistics, e-commerce, or courier industry.
- Familiarity with international shipping regulations, customs procedures, and Incoterms.
- Proficiency in Arabic or other languages relevant to the Middle East and North Africa region.
- Associate's or Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
- Experience with ticketing systems and knowledge base management.
Perks & Benefits
- Competitive monthly salary package.
- Opportunity to work remotely, offering significant flexibility and promoting work-life balance.
- Comprehensive health insurance benefits for you and your family.
- Generous professional development and training opportunities to enhance your career.
- Access to Aramex's extensive global network and diverse learning resources.
- A dynamic, collaborative, and supportive team environment.
- Paid annual leave and observance of public holidays.
How to Apply
Interested candidates are invited to submit their application by clicking on the link below. Please ensure your resume highlights your relevant experience in customer service, logistics, and remote work. We look forward to reviewing your application and exploring how your skills can contribute to our team at Aramex.