Maersk Line recruits 01 Customer Team Executive

Customer Team Executive

Ghana

Tema

Customer Service

Last application date: 2/5/2019

Responsible for customer issue resolution on operational issues. First point of contact when issues arise from physical inland transportation or when proactive notification is to be made from changes in transport plan to the customer. The team will capture and be the voice of Customer and make sure instant issue resolution takes place –closely governed with Customer Service and Execution by use of standard tools (CM, myphone, Intermodalview, track and trace, etc.)

We offer

An Opportunity to work in a dynamic and enegetic multinational environment .

Sharper your stakholder management skill

Core undetstanding of end to end logistics.

Inprove knowledge of the shipping industry.

Key responsibilities

• First point of contact for issues arising from physical inland transportation

• Proactive notification to customer for changes in transport plan or ETA deviations with viable alternative solution within stipulated timeframe

• Evaluate cases/issues and capture voice of the customer to make sure instant resolution takes place

• Team promptly attend phone calls (if applicable) received from customers/vendors and address concerns

• Actively engages with Customer Service and Intermodal vendors for workable solutions and timely resolution of issues

• Ensure alternatives provided are aligned with rules and regulation includinglocal policies

• Be wary of the customers’ businesses, so that proposed solutions are compatible with customers requirement

• Be cognizant of segmented customer requirements and proposesolutions accordingly

• Build good relationship with the customers and confidence in ourIntermodal product

• Capture and be Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience

• Identify recurring issues in Intermodal delivery performance and initiate steps to address root cause

• Identify process gaps, contribute to improvement opportunities and be actively involved in working on agreed improvement actions

• Keep cost of non-conformance to the minimum by providing alternate solution and converting demanding situation into pleasant experience for customers

• Ensure all relevant costs are timely updated in Intermodal systems and ensure charges are passed on to customer

• Check for additional business opportunities on satisfactory resolution of issues

• Handle system updates and customer requests in accordance with defined processes

• Share best practices and knowledge within the team

We are looking for

– 2-3 of experience in the customer service field preferably in Airfreight.

– Good interpersonal and communication skills.

– Good organizational skills with understanding of prioritization.

– Ability to work under pressure keeping quality in focus.

– Energetic, well -organized, self-initiated and coordination skill.

– Problem solving skills with focus on customer satisfaction and attention to details.

– Knowledge of Microsoft office – Word , Excel and PowerPoint.