Customer Service
Full Time
Job Description
- Ensure we are easy to do business with
- Full understanding of all customer service commitments and ensuring timely delivery of those
- Understanding of agreed customer and internal KPIs and work with the Carrier Customer Experience Client Lead/Team
- Proactive notification and effective exception management
- Drive understanding of contracts, terms and conditions and charge structures to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell & receive value for all services provided
- Full task List adherence and completion of quarterly reviews
- Proactive financial management to drive improvements
- Full understanding of measurements for global accounts and meeting or exceeding all targets
- Driving improvements on invoice accuracy
- Promoting the Customer Satisfaction Survey to the client and creating a relevant action plan to drive improvements
- Timely logging of all disputes and ensuring these are responded to in line with the objective targets
- To become actively involved in other business projects as requested by direct manager
- Ensure & monitor that shipments are executed on time and assist with planning and coordination as required
- Work with the relevant Commercial teams to establish and strengthen customer relationships
- Drive process improvements and keep regular proactive customer communication
- Reduce/prevent operational waivers
- Attend a monthly calls with the commercial and Programme Management teams to ensure aligned on current service levels and drive improvements across the account/s
- Carry out/join monthly/quarterly formal reviews with customers as required
- Provide regular updates to the commercial/Programme Management teams on service delivery performance and cross-sell/up-sell opportunities
- Set clear and realistic objectives and guide the team to achieve defined targets and performance standards
- Conduct monthly scheduled 1-2-1s in which objectives should be discussed - all monthly 1-2-1s should be documented
- Develop a robust succession plan and ensure people development and growth
- Ensure coaching and encourage best practice sharing within the team
- Set clear team focus areas and review with the team on a regular basis
- Create a relevant Engagement Survey action plan following twice yearly survey feedback, this should be reviewed on a regular basis within the team to support/drive employee engagement
- Lead the team to achieve best-in-class Customer Service
- Develop and maintain a proactive customer service mindset within the team and ensure the team is motivated to go the extra mile for their customers
- Customer KPI reporting in accordance with contract requirements
- Customer Advisory System – help maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and assist with the creation and issue of customer advisory notices to Commercial Offices and to customers
Required Knowledge, Skills, and Abilities
- Operational Efficiency & Customer Service Experience
- Strong leadership experience in a customer facing role in Supply Chain / Freight Forwarding / Logistics role, ideally from within Maersk’s industry
- Proven Track record of managing a team within a busy Customer Service / Operations office
- Ability to build strong relationships with customers;
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- A strong understanding and knowledge of Supply Chain Management, Ocean, Air and Landside Services Products
- A good understanding of legal / commercial documentation related to contracts of carriage for Air, FCL, LCL, intermodal transport, Incoterms, Customs documentation and Bills of Lading
- A good understanding of financial management processes relating to job costing, credit approvals, invoicing, job file profitability management and financial forecasting and reporting
- An understanding of Procurement / Trade Lane Management / Pricing / Quotations
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities
- Good influencing skills
- Ability to attract, develop & retain talent in the organization
Reference no: 90195