The core purpose of this role is to provide consistent, high quality customer service for SCM Customers, who value long term relationships and buy customized processes and solutions.
The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.

This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.

This position also

• Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the SCM customers
• Is the prime point of contact for SCM Customers as well as their first point for complaint resolution and claims handling

• 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/ Regional 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

KPI

• Service delivery – quality & response aligned with agreed client SLAs
• Customer Retention & Satisfaction Survey Scores
• Employee Engagement
• Cross-Sell /Up-selling leads generated
• Process improvement initiative (collaboration)

Operational Efficiency & Customer Service Experience

• Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees
• Alignment with our values
• Track record of success in a high paced environment
• Ambition and drive to excel together with others
• An international mind-set and inclusive behaviour
• Ardent desire to pursue a long-term career in transport and logistics
• International mobility and willingness to travel
• An excellent command of spoken and written English

Relationship Management

• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good influencing skills

Passion for Customer Service

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

Core Competencies

• People oriented that always take care about people who generate the result to company
• Process and result oriented mind-set
• Excellent communication skills with proactive mind-set
• Well collaboration with stakeholders
• Positive mind-set and friendly people
• Customer oriented