KEY RESPONSIBILITIES
- Focus on the key Customer Service Drivers:
• Easy to Business with;
• Timely Delivery of Documents;
• Pro-Active Notification;
• Exception Management;
• Efficient claim handling
- Booking with vendors/
shippers
- Planning with vendors/ shippers (Vendor coordination)
- Query Resolution with shippers/ Customers/ Key
Account Managers- ensure timely resolution and response to customers.
- Responsible for cross sell/up sell, customer retention.
- Follow up on the Outstanding bookings & query resolution
- Prepares contracts and charge structures in line with the Damco Policy
- Record and report the performance of the designated set of Solutions Customers that help provide suitable recommendations on:
• Service delivery wins
• Service failures
- Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
- Comply to specific customer SOP and monitor respective KPIs
- Execute reports assigned by
Assistant Manager/Manager
- Support CS Manager in leading and managing the Customer service team 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 SLA's.
