Recrutement de 01 Customer Experience Agent - Lead Logistics

Recrutement de 01 Customer Experience Agent - Lead Logistics
Niveau d'études: Non précisé
Expérience: 2 ans
Expire le: 25-09-2022

Maersk Line
Nairobi, Kenya
Transports et logistique
Customer Experience Agent - Lead Logistics

KE - Nairobi

Opportunité
The purpose of this role is to deliver a superior Customer Experience to our SCM customers. Proactive in identifying issues and mitigating them, and ensure issues raised are resolved quickly. Closely collaborate with other teams within and across the Area/GSC. Act as the first point of contact for customers and suppliers. Execute all operations tasks on time and on plan to support our customers success. Actively build strong relationships with customers.
Please note carefully that this position is a 6-month contract

Key Responsibilities:
Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
Be the primary point of contact for customers and act as an advocate for the customer internally
Proactive communication with customer in case of exceptions
Query Resolution with Shippers/ Customers/ Key Account Managers - ensure timely resolution and response to customers
Responsible for cross sell/upsell and customer retention - identify and execute upselling opportunities
Work with the KAMs/ Commercial team to establish and strengthen customer relationships
Maintain CM1 through cost avoidance during the 'file' lifecycle, reducing cost for trucking costs and eliminating BL amendments to avoid extra fees
Sending complete invoicing requests to GSC FACT team on time

Workflow attendance
Follow up on the outstanding bookings and query resolution
Manage the customer outstanding payments - following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
Document dispatch for clients and management - prepare all required documentation timely and accurately
Prepares contracts and charge structures in line with the Damco Policy and executes all operational finance process in accordance with customer and company guidelines
Creating customer specific IOP’s and ensure operational documents are updated (IOPs/ SOPs)
Ensure adherence to SOP & IOP and specific business requirement from client and requirement from internal parties - manage the shipment/ file from booking to invoicing in accordance with agreed processes and IOP/SOP
Daily operation to make sure both Line and Client’s KPI and satisfaction are achieved - update all systems and milestones timely and accurately
Planning partial operation for multiple origins and resolve all operational issues / escalations quickly and effectively
Booking with vendors/ shippers and Planning with vendors/ shippers (vendor coordination)

Manage all carrier’s allocation
Good customer service level rendered to vendors, with proactive communication with suppliers in case of exceptions
Organise and conduct vendor’s training and management
Support and implement for process optimization and automation initiatives, including short term projects and other ad hoc activities (e.g. customer implementations, systems testing…)
Be proactively involved in project rollout and actively seeking out continuously improvement opportunities
Self-study to improve understanding of each account specific requirements and their business rules
Support onboarding of new team members
Adhoc requirements

Who we are looking for:
Minimum of 2 years of experience in logistics industry preferable with a shipping line or freight forwarder
University degree
Be system-minded and willing to learn new systems industry preferable with a shipping line or freight forwarder
Highly motivated and able efficiently to deliver on time every time
Positive attitude and proactive collaboration
Good stakeholder management and customer service
Excellent communication and interpersonal skills
Excellent command of written and spoken English is instrumental

Informations supplémentaires
Ref. R36849

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.