Country Customer Service Manager- Togo

Togo

Lome

Local

Customer Service

Last application date: 31/10/2019

Maersk Togo is looking to hire a Country Customer Service Manager to join our team. He/she will be responsible for the customer experience activities to the geographical area under supervision. Reporting to the Area Head of Customer Service, the Country Customer Service Manager needs to assure the accomplishment of customer onboarding and issue resolution for customers buying a “local services” product, either as a part of an ocean product or as a stand-alone purchase.

We offer

At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:

i. Results orientation

ii. Improved commercial and leadership capabilities

iii. Interaction within broader Area for best practice sharing

iv. Creating network within the global organization

v. Understand market and customer drivers

vi. Improve understanding of how best to generate profit for Maersk

Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk’s leadership position and contributing to the continuous success of the Maersk Togo organization

Key responsibilities

• Own local customer onboarding, customer support and issue resolution towards customers

• With debrief from product & sales organization, ensure new customers are onboarded across all products

• Ensure Customer Service supports and leads end-to-end issue resolution for a seamless customer experience

2. Customer satisfaction

• Act as a role model by representing the voice of the customers throughout the organization whilst maintaining the company’s vision

• Actively monitor local NPS across segments and partner with relevant teams to drive local improvement to lift customer experience

3. Establish a strong team to manage service delivery

• Build, lead and develop the team with strong knowledge of local logistics operations & systems, to drive continuous improvement and service delivery

• Manage and lead team performance by ensuring global standards, and individual customer experience approaches, based on customer segment – are in place

4. Ensure good collaboration as part of cross-functional customer teams

• Ensure customer experience in cross-functional teams

• Drive collaboration between Ocean and other product teams

• Work closely with back offices (i.e. GSC, AR etc.) & Operations LOC to lead and accelerate efficiently

We are looking for

• Minimum BSc or master’s degree /MBA in any Business related course

• Minimum 3 years leadership experience in customer service or sales.

• Experience in shipping/logistics industry is compulsory.

• Proficient use (above average skill) in the use of Microsoft office tools i.e. excel, word and power point etc.

• Strong interpersonal and communication skills with aim to collaborate across functions and layers

• Demonstrated People & Customer Orientation

• Demonstrated ability to select own team, set objectives, coach direct reports and hold people accountable for performance

• Pro-active in approach, able to anticipate risk/opportunities and raises hand in a timely manner

• Comfortable with Change Management and capable of delivering high quality before, during and after transformation.

• Good process understanding and digital proficiency.

• Good moral compass and ability to work the Company’s values.

• Fluent in English (written and oral)