Job Description
Roles & Responsibilities
Key responsibilities
- Develop and maintain effective relationships with customers, key stakeholders.
- Continuously driving productivity improvements in the end-to-end process.
- Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.
- Work with commercial teams/CPM to establish and strengthen customer relationships.
- Assist in driving sustainable growth. Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.
- Identify and propose customer experience improvements and service deliverables.
- Support implementations of new clients or innovative programs when needed.
Customer focus
- Ensure that solutions are clearly defined within the customer's SOP and understood by the team members with up to date IOP.
- Ensure that client SOP remain updated and consult with clients and their client program manager (CPM) adjust them to improve the process.
- Identify any scope creep and advise both the Customer Experience Manager and the CPM to be addressed with customers.
- Ensure that client KPI's are achieved as per target.
- Where appropriate utilize individual customer KPI's to ensure that the highest levels of customer excellence are achieved throughout the Multi Carriers Customer Facing Team.
- Assist CPM by identifying and implementing business development opportunities.
- Follow up on service performance and consulting solutions and service deliverables.
- Assist customer experience provision and continuously improve its delivery.
- Work directly with customers and liaise with internal teams, key stakeholders.
- Support coordination of customers implementations.
- Collaborate and work with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to resolve performance KPI as monthly basis.
Financial Control
- Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
- Clear unrecovered costs (waived charges) properly and timely based on approval authority matrix.
- Propose process change to reduce unrecovered costs (waived charges).
- Develop and maintain effective relationships with key stakeholders.
Resource Planning
- Prepare for backup system and manage workloads between teams.
- Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.
Desired Candidate Profile
Relevant customer experience background is a plus.
- Bachelor s degree in logistics, business, or a related field.
- Capability to multi-task.
- Working well independently and in a team environment.
- Patience when handling tough cases.
- Good command of Arabic and English (verbal and written).
