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 accommodationrequests@maersk.com.
SCM Customer Service Team Leader
Công ty TNHH Times Cargo Logistic được thành lập năm 2010, có trụ sở chính tại Thành phố Hồ Chí Minh. Qua nhiều năm phát triển, chúng tôi đã trở thành một trong những nhà giao nhận vận tải, cung cấp dịch vụ Logistics (SEA/LAND/AIR), hàng hóa DG, các dự án và đặc biệt là trong lĩnh vực Vận tải đa phương thức Quá cảnh Campuchia & Lào và Bắc Mỹ với hơn 100 nhân viên hàng đầu. tại 7 văn phòng khác nhau
Chính sách bảo hiểm
- BHXH theo quy định pháp luật.
Các hoạt động ngoại khóa
- Team Building
- Du lịch hàng năm
Lịch sử thành lập
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Công ty TNHH Times Cargo Logistic được thành lập năm 2010, có trụ sở chính tại Thành phố Hồ Chí Minh. Qua nhiều năm phát triển, chúng tôi đã trở thành một trong những nhà giao nhận vận tải, cung cấp dịch vụ Logistics (SEA/LAND/AIR), hàng hóa DG, các dự án và đặc biệt là trong lĩnh vực Vận tải đa phương thức Quá cảnh Campuchia & Lào và Bắc Mỹ với hơn 100 nhân viên hàng đầu. tại 6 văn phòng khác nhau
Mission
Chúng tôi thừa nhận rằng lô hàng của bạn không chỉ là hàng hóa mà còn là danh tiếng của bạn đối với quý khách hàng.Vì vậy, chúng tôi luôn tâm niệm rằng danh tiếng của bạn chính là danh tiếng của chúng tôi.Dù ngày hay đêm, ngày lễ hay ngày làm việc, chúng tôi luôn sẵn sàng nhận các cuộc gọi đến chăm sóc hàng hóa của bạn.
Nói tóm lại, chúng tôi thực hiện đúng lời hứa của mình “Nhanh chóng, An toàn, Hiệu quả và Giá cả cạnh tranh” – Chúng tôi cung cấp cho bạn “Giải pháp hậu cần tích hợp của bạn”.