Feras Shehadeh

Customer Service Manager

Address : AlKhobar, Saudi Arabia

Mobile : +966*********

Email : ac94fl@r.postjobfree.com

https://www.linkedin.com/in/feras-shehadeh1987/

SUMMARY

Customer Service Manager holding Master’s degree in Engineering Management with 9+ years’ experience out of which +7 years in business development, sales and aftersales management within the machinery industry. Proven ability to lead customer service team to achieve service and spare parts sales targets, introduce new products and solutions to meet the market demand and implement customer service strategies for prompt resolution of customer complaints.

AREA OF EXPERTIZE

Business Development Customer Relationship Management Sales Management Process Mapping and Improvement

Service Management Training and Development

WORK EXPERIENCE

1. Customer Service Manager CSM GCC August 2014 – Present Alruqee Technical Services Company AlKhobar, Saudi Arabia Led the customer service team to offer the customers an exceptional service experience and achieve the predefined targets for Sales, Net Profit and Customer Satisfaction. Achievements and accomplishments:

Achieved the sales and net profit targets for the years 2015-2018, by introducing new products and solutions that meet the market demand and customer’s specific need.

Increased the total service agreements revenue from 1.5 Million to 8.5 Million Saudi Riyals in 4 years.

Increased the active customer base by 15 % in 4 years.

Collaborate with the commercial team leader to maximize the overall gross profit and price competitiveness, negotiate contracts with international and local suppliers, enhance bidding and order processing procedures.

Key duties:

Led the customer service day-to-day operations for GCC market (KSA, Bahrain and UAE).

Develop new business opportunities by identifying and exploring new service portfolios that meet the market demands.

Acquire a thorough understanding of the customer’s needs and competitor’s movements.

Identify, develop and implement business strategies and process improvement to enhance the level of customer retention and satisfaction.

Assure timely resolution of escalated customer complaints and offer a compensation plan whenever needed.

Present reports to the stakeholders such as year to date (YTD) business review and commercial performance, quarter, semiannual and annual reports.

Align closely with marketing team to launch promotional events and campaigns.

Prepare yearly business plan including sales plan and forecast, business development plan and the main milestones to drive the business unit to its predefined targets. 2. Key Account Manager December 2011 – August 2014 Alruqee Technical Services Company AlKhobar, Saudi Arabia Responsible for handling the sales and aftersales service activities for key account customers. Achievements and accomplishments:

Increased the service agreements revenue for Key account customers from 100 Thousand in 2011 to 1.2 Million in 2014.

Assigned as “Deputy Project Manager” for the period between June 2012 until August 2014 to lead a team of 15 service engineers for installation, commissioning and final hand over of 11 mechanical and electrical workshop projects.

Key duties:

Act as a point of contact and maintain long-term relationships with key account customers to maintain, grow and develop new business opportunities.

Resolve key account customers issues and complaints in an effective and fast track.

Develop a complete understanding of key account customers’ needs and requirement.

Manage the communications between key account customers and internal teams.

Negotiate contracts with key account customers and establish timeline of performance.

Present reports on account progress and share with team members and stakeholders.

Meeting all customers’ needs and deliverable according to proposed timelines

Track and analyze key account metrics and maintain service sales forecasts.

Generate new service sales leads and develop new market opportunities through an in-depth market research and analysis.

3. Mechanical Maintenance Engineer August 2009 – December 2011 United Iron and Steel Manufacturing Company Amman, Jordan Key duties, achievements and accomplishments:

Lead a cross functional team to:

Evaluate, select and purchase new Centrifugal and vertical Pumps for the water cooling system to meet the demand of the upgraded Meltshop Furnace.

Work with Nalco company representative on enhancing the quality of water treatment for the open loop water cooling systems.

Design, select system components, erect and successfully commission new open loop water cooling systems for the Rolling Mill quenching line and continuous casting machine.

Design, develop and implement a new Siemens automation system to control the operation of all rotating equipment department machines and equipment with an automated flow and temperature controls.

EDUCATION

Master of Engineering Management June 2017

King Fahd University of Petroleum and Minerals Dhahran, Saudi Arabia Bachelor of Mechanical Engineering June 2009

The Hashemite University Az’arqa, Jordan

SKILLS OBTAINED AND DEVELOPED

Business development Customer Relationship Management (CRM) Team leadership and KPI’s reporting Aftermarket service and sales Data analysis and process improvement Project management Commercial and finance management Pricing and negotiation skills Decision analysis and problem solving Logistics and supply chain management Training and development Sales planning and forecasting Technical Support Hydraulic and Pneumatic system

Maintenance procedures Project budget and cost control Compressors and pumps troubleshooting Automation systems

COURCES AND TRAININGS

Trutops Boost CAD/CAM Design, Germany.

Boost CAD/CAM Bend, Germany.

Boost CAD/CAM Punch, Germany.

Pumps selection and maintenance, Jordan.

Approved IRCA internal auditor, Jordan.

Introduction to ISO 9001, 2008, Jordan.

Customer Service Management, New Skills Academy.

PERSONSAL INFORMATION

Nationality : Jordanian

Marital status : Married

LANGAUGES

Arabic (Native)

English

TESTS COMPLETED

GRE, 2014.

TOEFL IBT, 2014.

COMPUTER BASED APPLICATIONS

AutoCAD 2D.

MAXIMIZER CRM.

Trutops Boost CAD/CAM software.

Microsoft office applications.

SOFT SKILLS

Communication skills Business Presentation skills Analytical analysis Self-motivated Quantitative analysis Multitasking

Interpersonal skills Customer oriented

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