Job Description

The first point of contact for CS Agent to escalate operations issues, customer complaint. Customer relationship builder. Performance management.

The 4PL CS Team Leader is responsible for:

• Support 4PL CS Manager in leading and managing the CS teams to focus on the key Customer Service Drivers:

+ Easy to Do Business with

+ Timely Delivery of Documents;

+ Pro-Active Notification;

+ Exception Management;

+ Efficient claim handling

+ Ensure service delivery alignment with agreed client SLA’s.

• Ensure that the CS teams adhere to service standards for:

+ Coordinating relevant stakeholders to perform end-to-end shipment process.

+ Resolving issues/query from relevant stakeholders.

+ Responding to customer enquiries.

• Monitor data integrity of systems.

• Responsible for cross sell/up sell, customer retention.

• Follow up on Outstanding payments.

• Implementation of new customers into the CS and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Responsible for cross sell/up sell, customer retention.

• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/ Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

Expectations from the Role:

• Build Strong Customer Relationships:

+ Carry out Monthly/quarterly formal reviews with the critical customers.

+ Develop a strong understanding of the business of Critical customers to ensure customer retention.

+ Provide regular updates to commercial team on cross-sell/ up-sell opportunities.

• Stakeholder Management:

+ Act as a prime point of contact with customers, working closely with Key Account Managers and other CS/COE offices to deliver seamless customer experience

+ Ensure effective communication to Regional/Area Management and Commercial team on market / customer updates / issues & service requests.

+ Collaboration with internal stakeholders, not restricted to Procurement/Customer Service/Operations/Products teams to identify areas of cost savings/ process optimization/ improvements.

• People Development:

+ Allocate resources within team for an effective workload balance and to optimize resources.

+ Set clear objectives and guide sub-team to achieve targets and performance standards.

+ Develop a robust succession plan and ensure people growth within team.

+ Deliver coaching and best practice sharing within team, closely follow up with employee’s competencies enhancement.

+ Lead employee engagement activities within team.

• Information Systems:

+ Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to escalate to 4PL CS Manager for the issue of customer advisory notices.

+ Reporting and Performance Management Overview for Teams under his or her management, and to Benchmark / Drive Performance vs Agreed Performance Standards.

+ The company systems operation.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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