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 Team Leader engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.

We offer

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 of escalation for complaint resolution and claims handling?

Key responsibilities

• Lead and Manage the SCM customer service team 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 Damco 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 the customer service teams 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 of SCM Customer Service teams 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
• Manage team and allocate resources between teams for an effective work load balance Ensure coaching and best practice sharing across the teams, Train, develop, & mentor team members
• Lead the team to achieve best-in-class Operations Delivery

Build Strong Customer Relationships:

• Meet up with the KAMs/ Commercial team members / program managers on a regular basis to review customer service for the list of SCM Customers on a Monthly basis.
• Set up a calling pattern with key customers & engage with them to build strong relationships
• 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, Commercial team and Damco overseas offices to deliver seamless customer experience
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions

People Development

• Establish and monitor clear objectives
• Train, develop & mentor team-members
• Staff PDP talk arrangement
• Develops & maintains a customer service mindset in the team & ensures the team is motivated to go the extra mile

Information Management

• 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 oversee the creation and issue of customer advisory notices to Commercial Offices and to customers
• Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval
• Claims Register – ensure claims are received, acknowledged, and handled in accordance with Damco Policy
• Customer Master Data – in line with Damco policy and procedure
• Contract Register & Records - signed original contract copies and Master “Rate Card” file
• Customer Authority Matrix and Escalation / Dispute Resolution process
• SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions
• Customer KPI reporting in accordance with contract requirements
• Visual Management Board monitoring

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)

We are looking for

Operational Efficiency & Customer Service Experience

• Master’s 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

People Development

• Ability to attract, develop & retain talent in the organization

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