Customer Experience Agent – Lead Logistics at Maersk Line

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Logistics jobs, Customer service jobs,Maersk Line jobs,

Customer Experience Agent – Lead Logistics

Key Responsibilities:

  • Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
  • Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
  • Be the primary point of contact for customers and act as an advocate for the customer internally
  • Proactive communication with customer in case of exceptions
  • Query Resolution with Shippers/ Customers/ Key Account Managers – ensure timely resolution and response to customers
  • Responsible for cross sell/upsell and customer retention – identify and execute upselling opportunities
  • Work with the KAMs/ Commercial team to establish and strengthen customer relationships
  • Maintain CM1 through cost avoidance during the ‘file’ lifecycle, reducing cost for trucking costs and eliminating BL amendments to avoid extra fees
  • Sending complete invoicing requests to GSC FACT team on time
  • Workflow attendance
  • Follow up on the outstanding bookings and query resolution
  • Manage the customer outstanding payments – following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
  • Document dispatch for clients and management – prepare all required documentation timely and accurately
  • Prepares contracts and charge structures in line with the Damco Policy and executes all operational finance process in accordance with customer and company guidelines
  • Creating customer specific IOP’s and ensure operational documents are updated (IOPs/ SOPs)
  • Ensure adherence to SOP & IOP and specific business requirement from client and requirement from internal parties – manage the shipment/ file from booking to invoicing in accordance with agreed processes and IOP/SOP
  • Daily operation to make sure both Line and Client’s KPI and satisfaction are achieved – update all systems and milestones timely and accurately
  • Planning partial operation for multiple origins and resolve all operational issues / escalations quickly and effectively
  • Booking with vendors/ shippers and Planning with vendors/ shippers (vendor coordination)
  • Manage all carrier’s allocation
  • Good customer service level rendered to vendors, with proactive communication with suppliers in case of exceptions
  • Organise and conduct vendor’s training and management
  • Support and implement for process optimization and automation initiatives, including short term projects and other ad hoc activities (e.g. customer implementations, systems testing…)
  • Be proactively involved in project rollout and actively seeking out continuously improvement opportunities
  • Self-study to improve understanding of each account specific requirements and their business rules
  • Support onboarding of new team members
  • Adhoc requirements

Who we are looking for:

  • Minimum of 2 years of experience in logistics industry preferable with a shipping line or freight forwarder
  • University degree
  • Be system-minded and willing to learn new systems industry preferable with a shipping line or freight forwarder
  • Highly motivated and able efficiently to deliver on time every time
  • Positive attitude and proactive collaboration
  • Good stakeholder management and customer service
  • Excellent communication and interpersonal skills
  • Excellent command of written and spoken English is instrumental

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