SCM Customer Service Team Leader

• 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.
Booking & P.O. Management
o Coordinate with suppliers and customers to receive and confirm the P.O. details
o Validate details of open P.O. reports as per defined timelines
o Coordination with suppliers to ensure booking of open P.O.'s on system
o Ensure all bookings/FCR/CLR are done through operational coordination
o Validation of booking confirmation & shipping order details
o Exception management related to receipt and verification of P.O. details, validation and confirmation of booking
o Ownership of accounts receivable through coordination with the FACT-OTC team
o Ensure no data quality errors in MODS

Quality Management
o Execute and deliver on local initiatives
o Ensure compliance to internal & external audit controls

Follow-up & Query Resolution
o Ensure that P.O. s are delivered on time
o Dispatch of invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers

Customer Relationship Management
o Develop an understanding of the customer’s business & needs
o Identify cross sell/up sell opportunities to aid customer stickiness and retention.
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

Information Management
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data
o Maintain Contract Register & Contractual Records
o Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval
o Create Customer KPI Reports

Operational knowledge & Customer Service Experience
o Have experience in a large Operations / Customer service teams in the Logistics sector is a plus
o Working knowledge of FACT, MODS
o 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
o Excellent communication skills and the ability to communicate confidently
Drive for Results
o Passion to drive closures & high level customer service orientation
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork

- Attractive package
- Training Opportunities
- Excursion, Movies/Theaters, Meals allowance, Birthday,...

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