(We wish to restate that all CV's for this employment opportunity can only be routed via the HSBC Bank’s website. Please don't apply this job through Careerfirst.lk web site.)
Applications are open for all qualified candidates to fill “Customer Service Manager - Ocean” Job Vacancy at the Maersk Line.
In this role, you will gain industry knowledge, international experience, better communication skills and techniques relevant to customer service. We invest in people, knowledge and networking all over the world. An extensive onboarding program will be supported by courses, followed by continuous personal coaching and on the job trainings.
Key Responsibilities
- Act as the primary communication link between customers and Maersk Ocean team and be the Customer advocate/ambassador internally in Maersk Ocean Business
- Be fully responsible for customer satisfaction, own, manage all customer facing activities.
- Possess the ability to understand customer business, service needs, drivers and desires through relationship building.
- Support Sales with delivering volume targets by following up on already closed deals.
- Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
- Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities
- Monitor agreed service levels, and identify root cause when targets are not met, and take corrective action.
- Lead discussions with GSC teams ( back office teams) to ensure no process failures related to customer service related processes.
- Providing support and coaching to develop customer service skills of the staff of Ocean customer service team and work on creating a high performing team.
- Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
- Maintain relationship with local regulatory bodies such as Customs, Sri lanka Ports Authority, CASA etc
- Support and drive cluster customer service initiatives.
Who we are looking for
- Previous experience in Managing a high performing team (min 2-3 years)
- Previous experience in font line Customer Service (Min 4-5 years)
- Process mindset, ability to take decisions on data and trends.Ability to take independent decisions within the agreed parameters
- Self-motivated individual who is capable of driving a diverse team.
- Strong business acumen and excellent commercial knowledge. Understanding of the local market landscape is a plus.
- Having a customer centric mindset and aptitude towards service excellence
- Effective leadership and coaching skills.
- Excellent communication and presentation skills in spoken and written English.
- Excellent stakeholder management across internal and external landscape of work
Interested candidates are invited to apply for the position. All applications should be routed through Maersk Line corporate web site maersk.com selecting the option careers
