Maersk: Currently, we are looking for a SCM Customer Service Agent.

• To focus on the key Customer Service Drivers:
  • Timely Delivery of Documents
  • Pro-Active communication
  • Exception Management
  • Support claim department on necessary documents
• Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
• Support implementation lead on the implementation of new clients or innovative programs
• Ensure & monitor that bookings with vendors/shippers are executed on time
• Ensure that send quotations/ feedback timely to the customers
• Monitor responsiveness on query resolution with shippers/ Reginal Program Manager (RPM) Team/ Customers
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Monitor, record and report the performance with recommendations on:
  • Service delivery wins
  • Service failures
• Work with the RPM Team/ Commercial team to establish and strengthen customer relationships
• Monitor on volume growth, CFS ratio, customers gross profit
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders
• Meet /conference call with the key account managers/ Commercial team members / customers to review customer service performance/ KPI for the list of SCM customers monthly.

• Bachelor’s degree level education in Business or other relevant discipline
• Preferably with a minimum of 1 year work experience in relevant industry or customer service role
• An excellent command of spoken and written English
• Ability to communicate in Chinese(Mandarin) will be advantageous
• Committed in delivering promise and meeting SLA and strong in stakeholder management
• Eyes for details and good learning agility