SCM Customer Service Team Leader

KEY RESPONSIBILITIES

- Focus on the key Customer Service Drivers:

• Easy to Business with;

• Timely Delivery of Documents;

• Pro-Active Notification;

• Exception Management;

• Efficient claim handling

- Booking with vendors/ shippers

- Planning with vendors/ shippers (Vendor coordination)

- Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.

- Responsible for cross sell/up sell, customer retention.

- Follow up on the Outstanding bookings & query resolution

- Prepares contracts and charge structures in line with the Damco Policy

- Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on:

• Service delivery wins

• Service failures

- Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

- Comply to specific customer SOP and monitor respective KPIs

- Execute reports assigned by Assistant Manager/Manager

- Support CS Manager in leading and managing the Customer service team to focus on the key Customer Service Drivers:

• Easy to Do Business with

• Timely Delivery of Documents;

• Pro-Active Notification;

• Exception Management;

• Efficient claim handling

- Ensure service delivery alignment with agreed client SLA’s.

Operational knowledge & Customer Service Experience

• Have experience in a large Operations / Customer service teams in the Logistics sector is a plus

• Working knowledge of FACT, MODS

• Familiarity with Damco/Maersk Policies and Processes relating to the following is preferred:

• Customer Service Quality Standards, Quotation Standards and Pricing Policy

• Processes relating to credit approval process, invoicing / dunning

• Forwarding Products including VAS, Insurance, etc.

• Trade Lane Management process, including procurement process, allocation management process,

• Preferred Carriers, and Carrier charge structure

Communication Skills

• Excellent communication skills and the ability to communicate confidently

Drive for Results

• Passion to drive closures & high level customer service orientation

• Well organized when working under pressure

• Team player – Works together with others in the business unit to achieve results, fosters teamwork