4PL Customer Service Team Leader

Appetizer:
The first point of contact for Customer Service Agent to escalate for operations issues, customer complaint. The position will be located at Ho Chi Minh City, Vietnam.


We offer:
When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, and enjoy working with your colleagues. Get the opportunity to interact with people all around the Area countries, support them on their first steps within Maersk & drive their development. We are looking for a candidate that can truly engage the organization on learning & development strategies and that can help shape the roadmap.


Key Responsibilities:

Support 4PL CS Manager in leading and managing the Customer Service teams to focus on the key Customer Service Drivers:

• Timely Delivery of Document; shipments
• Pro-Active Notification
• Exception Management
• Efficient claim handling
• Ensure service delivery alignment with agreed client SLA’s.
• Ensure that the CS Import teams adhere to service standards for:
o Coordinating relevant stakeholders (Brokers, Suppliers, Customers…) to perform end-to-end shipment process.
o Resolving issues/query from relevant stakeholders.
o Responding to customer enquiries.
o Monitor data integrity of systems.
o Drive operation issues by updating, controlling DMS file (Daily Management System)
o Responsible for cross sell/up sell, customer retention.
o Ensure proper SOPs/IOPs are established and managed through any related hyper-care.
o Having basic knowledge about Customs regulations.
o Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/ Service failures
o Work with the PM/ Commercial team to establish and strengthen customer relationships.


Expectations from the Role:

1. Build Strong Customer Relationships:
• Carry out Monthly/Quarterly formal reviews with Customer.
• Develop a strong understanding of the business of customers to ensure customer retention.
• Provide regular updates to commercial team on cross-sell/ up-sell opportunities.

2. Stakeholder Management:
• Act as a prime point of contact with customers, working closely with PM and other CS/COE offices to deliver seamless customer experience
• Ensure effective communication to Regional/Area Management and Commercial team on market / customer updates / issues & service requests.
• Collaboration with internal stakeholders, not restricted to Procurement/Customer Service/Operations/Products teams to identify areas of cost savings/ process optimization/ improvements.

3. People Development:
• Allocate resources within team for an effective workload balance and to optimize resources.
• Set clear objectives and guide sub-team to achieve targets and performance standards.
• Develop a robust succession plan and ensure people growth within team.
• Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement.
• Lead employee engagement activities within team.

4. Information Systems:
• Customer Advisory System – maintain an up-to-date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to escalate to 4PL CS Manager for the issue of customer advisory notices.
• Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive Performance vs Agreed Performance Standards.