Customer Service Manager – Maersk

This key position provides direction and leadership for operational and commercial port administration and serves as a single point of contact for customers regarding issues pertaining to the delivery of products and services. The key role is to lead customer and stakeholder communication for relevant port administrative activities within the parameters of customer requirements and the Port’s objectives. This position is responsible for receiving, investigating and responding to all customer & government agencies for matters related to shipments, service delivery, claims and/or disputes.

PRINCIPAL ACCOUNTABILITIES

(IPE Factors: Impact & Innovation)

This complex position acts as a focal point of contact and interface between Commercial, Operations, Finance and Claims and Shipping Lines, Agencies, Trucking Companies, Clearing Agents.

• Deliver world-class service to customers.
• Act as a role model by representing the “voice of the customer” throughout the organisation whilst protecting the company’s interests, as an ambassador to the market.
• Actively work together with other functions especially Sales and Marketing to ensure the highest level of customer service experience deliverable.
• Liaise closely with shipping companies, customs agents, trucking companies, Customs, port authorities, and other statutory authorities to ensure that their requirements are met.
• Develop and maintain relationships with internal and external clients, vendors, and agencies etc
• Coordinate and communicate with internal and external agencies as needed such as clearing agents, freight forwarders, etc.
• Manage business-related communications and provide timely responses.
• Co-ordinate customer issues with relevant department
• Interact with Billing and Claims and address the requests of the customer in a time-sensitive manner.
• Meet deadlines with a sense of urgency, using time management and task prioritization.
• Deploy, measure and display ‘key performance indicators’ as identified by senior management, on a regular basis, including Customer Satisfaction Survey, Net Promoter Score, Customer Effort Score etc.
• Measure and monitor performance against critical criteria, policy and guidelines.
• Contribute to upholding APM Terminals performance standards for container terminal and general cargo operations.
• Contribute suggestions to improve existing methodologies, processes and measurements when executing duties on an ongoing basis.
• Uphold regulatory labour provisions, relevant HSSE policy & procedures, terminal rules; as well as contribute to the continual improvement process.
• Engage with cross-functional teams for initiative rollouts as part of transformation and product-development etc.
• Engage in ongoing self-development and maintain field knowledge at all times.
• Ensure that data quality within the port administration systems is regularly updated and maintained, including maintaining customer records. Contribute, execute and deliver results related to any other tasks that may be assigned during course of normal duties.

CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE

• Previous experience in Ocean Shipping / Project Logistics / Container Terminals / Ports / Warehousing /
• 3rd Party Logistics / Freight Forwarding domains.
• Requires at least five to seven years in a customer facing role.
• Experience in ocean import/export documentation, billing, and other similar areas of operation.
• Requires deep understanding of shipping & customs documentation, such as manifests, declarations, INCOTERMs, bills of lading, contracts etc.
• Preferred to have knowledge of port rules and regulations.
• Requires excellent interpersonal skills; an ability to interact with customers and co-workers both diplomatically and firmly, when necessary.
• Understanding of the container shipping industry and preferable to have a network of contacts with major container liners and vessel operators.
• Good communication skills with the ability to communicate across departments.
• Fluent in English (with Arabic as a strong optional).
• Intermediate exposure and understanding of finance related matters and reporting against financial objectives.
• Strong negotiation and conflict resolution skills, including complaints and claims.
• Ability to provide leadership, obtain cooperation and assistance to meet objectives.
• Intermediate level proficiency with MS Word, PowerPoint, Excel, (with PowerBI and Salesforce as an added advantage)
• Preferable a university degree in logistics, and maritime.