The core purpose of the SCM Customer Service Manager is to- deliver a superior customer experience to SCM customers, proactively identify issues and develop solutions to improve customer supply chain, actively build strong relationships with customers- coach, motivate and build high performing teams.- lead by example, inspire and energize teams, closely collaborate with other teams within and across AreaThe SCM Customer Service Manager leads the customer facing teams and drives continuous improvement, training and development and service quality programmes that support Maersk’s strategy of differentiation vs competition.This position also:• Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the customers.• Provides thought leadership to all products, Implementation manager, CI managers and other heads of department.The customer facing teams:• Act as the prime point of contact for their customers• Manage bookings and cargo planning• Resolve queries and manage escalation• Coordinate with Regional product heads, regional stakeholders, Global and Key account managers and the Operations teamsKey Responsibilities:The position is responsible and accountable for followings:• Actively build strong relationships with customers and understanding of their business, service needs, drivers and desires• Help resolve all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions• Own customer experience. Lead teams to achieve best-in-class Customer service• Coach & lead managers/ team leaders• Drive Transformation and change management projects in the Customer Service Team.• Ensure teams adhere to the standard process and customer specific IOP’s and monitors respective KPIs.• Support onboarding of new team members• Set clear objectives and guide teams to achieve targets and performance standards• Attract, develop and retain talents
• Operational efficiency & knowledge of industry:o 5 - 10 years in a supply chain / logistics role, ideally from within logistics industryo Proven track record of Managing Customer Service team / Operations office.o Knowledge of industry trends & experience in service/profit improvements & business growth opportunities• Result orientation and self-motivation• Communication Skills:o Excellent English communication skills and the ability to communicate confidentlyo Customer-facing and interaction skills with high-level of customer orientation• Passion for Customer Service:o Passion to build and/or promote relations with clientso Passion to drive closures & customer solutions• Good planning skills and the ability to work under pressure to deadline• People Developmento Strong people management skills – ability to attract and retain and build talents in the organizationo Ability to develop a robust succession plan and ensure people growth
- Bonus- Medical Allowance
Global opportunities! When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment
We offer the opportunity to work in a dynamic market with exposure to global accounts and client management practices. As a Customer Service Manager c
Maersk is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships – we also propel the growth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world.