Maersk Line recruits 01 Customer Care Manager

SCM Customer Care Manager

South Africa

Durban

Local

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.

We offer

-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.

Key responsibilities

-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.

-Customer Focus.

-Performance Driven.

-Ability to work under pressure and meet deadlines.

-Supply Chain Management or Freight Forwarding Experience.