Account Supervisor (B2C Operation)

Madar is a leading Saudi digital logistics platform, owned by Elm transforming transportation management across industries. It connects shippers, carriers, and logistics partners through a unified ecosystem that delivers visibility, efficiency, and automation. Madar enables seamless shipment execution, financial integration, and real-time tracking — redefining the future of logistics in the Kingdom and beyond.

Role Overview:

Serve as the main point of contact for assigned carrier accounts, ensuring smooth operational execution, timely issue resolution, and high service quality. The role focuses on maintaining strong relationships with carriers while ensuring service delivery aligns with company standards and customer expectations.

Key Responsibilities:

• Oversee day-to-day operational workflows related to orders, deliveries, and services.
• Coordinate with logistics, operations, customer support, and technical teams to ensure smooth service execution.
• Monitor ongoing operations and proactively identify and resolve potential issues.
• Handle customer and carrier escalations and ensure proper root-cause resolution.
• Track service performance against SLAs and take corrective actions when needed.
• Maintain regular follow-up with carriers to ensure service quality and issue resolution.
• Build and maintain strong relationships with assigned accounts to improve satisfaction and retention.
Prepare operational reports and provide insights for performance improvement.

• Bachelor’s degree in business administration, Logistics, Supply Chain, or a related field.
• Minimum of 3 years of experience in operations, logistics, or account management.
• Strong understanding of logistics operations and service delivery processes.
• Excellent coordination and communication skills.
• Ability to handle multiple tasks and work under pressure.
• Strong problem-solving and decision-making abilities.
• Experience in handling customer or carrier accounts is preferred.
• Good knowledge of data analysis and reporting tools (Excel or similar).
• Proficiency in Arabic and English (written and spoken).