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SCM Customer Service Team Leader

Company

Maersk   

type

Multi-National Company

Function

Logistics/Freight/Shipping/Delivery/Warehouse

employees

>1500

Location

Phnom Penh

Level

Senior

Term

Full Time

Year of Exp.

3

Function

Customer Service

Hiring

1

Industry

Logistics/Freight/Shipping/Delivery/Warehouse

Salary

Negotiable

Qualification

Bachelor Degree

Sex

Unlimited

Language

English-- Good   

Age

0 ~ 0

Location

Phnom Penh;

Publish Date

Apr-21-2021

Closing Date

May-20-2021

Job Description

  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 Team Leader engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.


This position also
o Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the SCM customers.
o Is the prime point of contact for SCM Customers as well as their first point of escalation for complaint resolution and claims handling.

We Offer
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Key Responsibilities
o Lead and Manage the customer service agent to focus on the key Customer Service Drivers:
o Timely Delivery of Documents;
o Pro-Active communication;
o Exception Management;
o Support claim department on necessary documents;

o Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk:
o delivers on its promises and
o takes every opportunity to upsell and receive value for all services provided.
o Support implementation lead on the implementation of new clients or innovative programs.
o Ensure & monitor that bookings with vendors/shippers are executed on time.
o Ensure that the agent send quotations/ feedback timely to the customers.
o Monitor responsiveness on query resolution with shippers/ Reginal Program Manager (RPM) Team/ Customers.
o Responsible for cross sell/up sell, customer retention.
o Follow up on the Outstanding bookings & query resolution.
o Monitor, record and report the performance of agent with recommendations on:
o Service delivery wins
o Service failures
o Work with the RPM Team/ Sales team to establish and strengthen customer relationships.
o Monitor on volume growth, CFS ratio, customers gross profit.
o Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
o Meet /conference call with the KCM/GPD/RPM/ Sales team members / customers to review performance/ KPI for the list of SCM customers by monthly basis.
o Manage team and allocate resources between teams for an effective workload balance Ensure coaching and best practice sharing across the teams, Train, develop, & mentor team members
o Lead the team to achieve best-in-class Operations Delivery.

Job Requirements

  o Bachelor’s degree level education in Business or other relevant discipline.
o Preferably with a minimum of 3-year work experience in relevant industry or customer service role with leadership exposure.
o An excellent command of spoken and written English.
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 attract, develop & retain talent in the organization.
Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition

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Contact Information

Contact Person

Mr. Rafizudin Rosli

Phone

Email

rafizudin.rosli@maersk.com

Website

http://www.maersk.com

Address

VTrust Tower- 7th floor, No. Plot A, Street 169, Phum 12, Sangkat Vealvong, Khan 7 Makara Cambodia

Company Profile

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com
All the way

Service hot line :

023 969 088 / 023 91 90 86 / 023 91 90 87 / 02391 90 89

Operating Hours : Mon-Fri (8:00 am to 5:30 pm)

Email : jobs@camhr.com.kh

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