4PL Customer Service Manager
4PL Customer Service Manager
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Job Description
Key responsibilities:
Leading and managing the CS teams to focus on the key Customer Service Drivers:
Easy to Do Business with
Timely Delivery of Documents;
Pro-Active Notification;
Exception Management;
Efficient claim handling
Ensure service delivery alignment with agreed client SLAs.
Ensure that the CS teams adhere to service standards for:
Coordinating relevant stakeholders to perform end-to-end shipment process.
Resolving issues/query from relevant stakeholders.
Responding to customer enquiries.
Monitor data integrity of systems.
Responsible for cross sell/up sell customer retention.
Follow up on Outstanding payments.
Implementation of new customers into the CS and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.
Responsible for cross sell/up sell customer retention.
Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures.
Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
What we are looking for:
Talent with substantial leadership experience and extensive years of operational knowledge and customer service in Logistics and Supply Chain preferably 4PL products or 2PL/3PL management position.
Good knowledge of and experience with 4PL or Supply Chain Management operations from both origin and destination.
Experience with setting up or rolling out 4PL or Supply Chain Management application & systems.
Having worked in various geographies and/or having managed a scope spanning across multiple countries.
Strong conceptual abilities able to translate complex issues into ideas and actions.
Flair for and interest in processes and systems.
Good communicator with ability to translate technical knowledge to both technical and non-technical people.
Ambition to support a specialist network.
Proficient in English communication.
- Key Responsibilities
/
///
/
cross sell/up sell
(SOPs) (IOPs)
IOPs
& SOPs / IOPs
:
Key Client Managers/
SOP KPI
/
- Qualification
1-3 /
Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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Required Experience:
Manager
Employment Type
Full Time
