Key Responsibilities
Strategy
- Create customer loyalty.
- Continuously driving productivity improvements in the end-to-end process
- Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.
- Seek for upselling opportunity.
- Assist to drive sustainable growth.
- Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.
- Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.
- Identify any scope creep and advise both the Custom.er Experience Manager and the CPM in order to addressed with customers
- Ensure that client KPI’s are achieved as per target.
- Assist CPM by identifying and implementing business development opportunities.
- Identify and propose customer experience improvements and service deliverables.
- Own the customer experience provision and continually improve its delivery.
- Develop and maintain effective relationships with customers, key stakeholders.
- Proactively assist with customer’s implementations.
- Meet /conference call with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to review performance/ KPI as monthly basis.
- Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.
- Create appropriate personal development plans for reports addressing any training requirements.
- Drive best practice sharing within the team and cross team.
- Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews.
- Drive a constant review of work processes implementing improvements and outsourcing relevant activities to the GSC.
- Regularly have the coaching and feedback.
- Visual Management Board monitoring.
- Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
- Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.
- Propose process changes to remove unrecoverable costs (waived charges)
- Develop and maintain effective relationships with key stakeholder.
- Prepare for backup system and manage workloads between team.
Values
- Drive the Company values within the teams and act as a role model in their application.
- Assist the Customer Experience Manager with process reviews.
- Drive effective process or systems implementations or project.
- Ad hoc projects/tasks as agreed with the Customer Experience Manager.
- Travel to the extent required.
- Meet customers/visitors as agreed with the Customer Experience Manager.
Experience: Prior experience in large Operations/Customer Service teams within the logistics sector is a plus.
At least 3 years of experience working in Logistics Industries with more than 1 years of experience working as a senior role.
Leadership experience of managing a team with more than 5 team members is preferrable
Technical Skills: Proficiency in FACT and MODS systems.
Policy Knowledge: Familiarity with Damco/Maersk policies and processes, including:
Customer Service Quality Standards, Quotation Standards, and Pricing Policy
Credit approval process, invoicing, and dunning
Forwarding products such as VAS, Insurance, etc.
Trade Lane Management, including procurement, allocation management, preferred carriers, and carrier charge structure
- Communication Skills:
- Drive for Results:
Organization: Exceptional organizational skills, especially under pressure.
Teamwork: A collaborative team player who works well with others to achieve business unit goals and fosters teamwork.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
SCM Customer Service Team Leader
Công ty Cổ phần Đầu tư và Công nghệ Hebela hoạt động trong lĩnh vực Thương mại điện tử. Là công ty công nghệ trẻ, năng động, nhân lực nòng cốt của Hebela là các nhân sự cấp cao, dày dạn kinh nghiệm và nhiệt huyết từ các công ty công nghệ lớn.
Hebela liên tục cập nhật, làm chủ và ứng dụng những xu hướng công nghệ nổi bật, phát triển và triển khai các nền tảng thương mại điện tử B2C, nền tảng B2B, hệ thống ERP, các hệ thống vận hành nội bộ, Data Warehouse, AI/ML, DevOps,...
Chính sách bảo hiểm
- Được hưởng các chế độ bảo hiểm : BHYT, BHXH, BHTN
- Hưởng quyền lợi bảo hiểm 24/7
Các hoạt động ngoại khóa
- Du lịch hàng năm
- Team building theo quý
- Các hoạt động vui chơi, giải trí, ca hát thường xuyên
- Thể thao: Đá bóng, bóng chuyền,..
Lịch sử thành lập
- Công ty được thành lập năm 2020
Mission
Sàn Thương mại điện tử Hebela là một trong các nền tảng công nghệ do Hebela phát triển. Với sứ mệnh đồng hành chăm sóc sức khỏe và sắc đẹp cho người Việt, sàn Thương mại điện tử Hebela mang tới khách hàng 03 giá trị cốt lõi:
Review HEBELA TECHNOLOGY
Công ty không có đãi ngộ gì cả. Hợp đồng thì không có, bảo hiểm cũng không luôn
Văn phòng công ty cực kì bẩn, chật chội
Công ty phèn + đa cấp, HR thích bóc lột mấy đứa thực tập sinh