Maersk Line recruits 01 Customer Care Manager
Durban, South Africa
Transports et logistique
SCM Customer Care Manager
Supply Chain/Logistics Operations
Last application date: 6/4/2020
The SCM Customer Care Manager will lead a team that coordinates logistics and services provided to our customers. The selected candidate will be responsible for management of daily operations in line with internal guidelines and customer expectations.
-A complex, challenging and developmental role involving elements of customer service, leadership, administration and analytics.
-Extensive training and support, but in return expect a strong focus and eagerness to learn and add value.
-Local and global development opportunities within the Commercial stream and beyond for high-performing individuals.
-Attractive package with benefits to reflect candidate’s skills and experience.
-Monitors all activities handled in association with Value Added Services including Trucking, Customs House Brokerage (CHB) and Warehousing.
-Monitor processes and performance against established KPIs and targets to meet our intended customer experience, while maintaining our business requirements and operations.
-Ensure customers are handled timely and with constant care.
-Be the first point of escalation for any problems or issues encountered by any customer or member of the team.
-Drives the team’s performance including customer experience delivery.
-Reviews job costing on a weekly basis to ensure procedures are followed and to prevent revenue leakage.
-Develops a professional and customer-focused team through role modelling, leadership and coaching.
-Promptly raise issues preventing the team from reaching agreed KPIs / targets or delivering exceptional customer experience.
-Ensure the role competencies and requirements within the team are maintained from both the perspective of operational execution, back-up and contingency coverage.
-Conduct periodic performance review sessions with team members
-Ensure that each team member has the required training with respect to systems & soft skills to handle their tasks efficiently & professionally.
-Drives commercial intelligence within own team..
-Attends regular or ad-hoc joint sales calls with sales teams to provide better service to customers.
-Drives continuous improvement and team efficiency.
-Provides support to global, area and local initiatives and projects.
-Assist and enable commercial teams to deliver Logistics & Services growth targets.
We are looking for
-Good communication skills.
-Committed and enthusiastic team player.
-Excellent management and leadership ability.
-5-10 years of relevant work experience.
-Cross-functional E2E perspective and commercial mindset.
-Ability to work under pressure and meet deadlines.
-Supply Chain Management or Freight Forwarding Experience.