Position Summary (statements to demonstrate the core purpose of the job)

The core purpose of this role is to provide consistent, high quality customer service for SCM Customers, who value long term relationships and buy customized processes and solutions. The SCM Customer Service Manager engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to our clients with most efficient cost-to-serve. This position also

o holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to customers.

o is the prime point of contact for Customers as well as their first point of escalation for complaint resolution and claims handling

Key Responsibilities

(The key activities the position is required to deliver on in order to achieve the role purpose/ accountabilities of the job holder)

o Lead and Manage the SCM CS team/s to focus on the key Customer Service Drivers:

o Easy to Business with;

o Timely Delivery of Documents;

o Pro-Active Notification;

o Exception Management;

o Efficient claim handling

o Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Damco a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.

o Ensure proper implementation of new clients or new programs

o Ensure & monitor that bookings with vendors/shippers are executed on time

o Planning and coordination with vendors/shippers

o Ensure that the Customer service teams send timely quotations to the Customer

o Monitor responsiveness on Query Resolution with shippers/ KAM/ Customers

o Monitor data integrity of systems.

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

o Follow up on the Outstanding bookings & query resolution

o Work with the KAM/ Commercial team to establish and strengthen customer relationships.

Expectations from the Role

(The outcomes that the job holder is expected to drive through fulfilment of the his/her responsibilities)

Build Strong Customer Relationships:

o Meet up with the KAMs/ Commercial team members / program managers on a regular basis to review customer service for responsible SCM customers.

o Set up a calling pattern with key customers & engage with them to build strong relationships

o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

Stakeholder Management

o Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and Damco overseas offices to deliver seamless customer experience

o Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions

People Development

o Establish and monitor clear objectives

o Train, develop & mentor team-members

o Develops & maintains a customer service mindset in the team & ensures the team is motivated to go the extra mile

Information Management

o Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.

o Customer Master Data – in line with Maersk policy and procedure.

o Customer Authority Matrix and Escalation / Dispute Resolution process

o SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions

o Customer KPI reporting in accordance with contract requirements

KPI’s (suggested – working group to validate)

o Service delivery – quality & response aligned with agreed client SLAs

o Customer Retention & Satisfaction Survey Scores

o Employee Engagement

o Cross-Sell /Up-selling leads generated

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational Efficiency & Customer Service Experience

o At least 2-3 years’ experience in managing large Operations / Customer service teams with minimum 10 years’ experience in the Logistics sector

o Knowledge of industry trends & experience in service/profit improvements & business growth opportunities

o Understanding of legal / commercial framework, approval process and documentation related to

§ contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade

§ INCOTERMS, STC, Customs Documentation, HS Code, and import/export processes

§ International Contract Law relevant to Maersk services

o Familiarity with Maersk Policies and Processes relating to the following is preferred:

§ Customer Service Quality Standards, Quotation Standards and Pricing Policy

§ Trade Compliance, HSS, Environmental Compliance

§ Financial Management processes relating to credit approval process, invoicing / dunning, and job file profitability management

§ Forwarding Products including VAS, Insurance, etc.

§ Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers, and Carrier charge structure

o Focus for cost effectiveness and constant improvements

o Working knowledge of FACT, MODS

Relationship Management

o Customer-facing and interaction skills with high-level of customer orientation

o Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration

o Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

o Good influencing skills

Passion for Customer Service

o Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

o Well-organized when working under pressure

o Proactive and exhibits excellent problem-solving capabilities

People Development

o Ability to attract, develop & retain talent in the organization

3 key criteria:

• Solid ocean/logistics related knowledge with ~10 years working experience
• Proactive and exhibits excellent problem-solving capabilities
• Passion and ability to attract, develop & retain talent in the organization

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