Customer Service Manager at APM Terminals

Ref.: AT-183921

Key Responsibilities

• Maintains interaction with with Agents, Consignees, Shipping Companies, Government Agencies and other stakeholders in the Maritime Industry on customer services related activities
• Ensures management of internal customers for superior and excellent service delivery
• Authorizes all prepayment and Government Agencies holds.
• Work with the project team on customer experience projects to ensure successful roll out.
• Ensure successful implementation of any new process introduced by Management for Customer Service related activities.
• Performs any other related activities, as designated by the Chief Commercial Officer

We are looking for

• Bachelor’s degree in Business Administration or related field from an accredited university.
• At least seven years or more of strong supervisory experience in container terminal operations environment, or similar, related industry.

Knowledge:

• Requires a comprehensive understanding of container terminal operations, especially vessel cargo logistics, hazardous cargo, break-bulk and special cargo handling requirements and equipment.
• Thoroughly familiar with the strict implementation of customer service
• Advanced computer skills with a sound understanding of modern terminal planning and control systems.
• Ability to work under pressure, anticipates potential problems and diagnoses, evaluate and resolve logistical problems as they happen in order to meet operational performance objectives and deadlines.
• Have effective customer service skills.
• Provide leadership and ensure cooperation and support from employees and contractors in all areas of terminal operations to achieve operational objectives of the business using a teamwork approach.
• Effective negotiation and conflict resolution skills combined with good counselling and listening skills.
• Well developed English oral, written communications and report writing skills. Also must have a working knowledge of the Pidgin English.
• Previous experience of working in a multi cultural environment is an advantage.
• Requires capability to anticipate problems by recognizing the key issues in problems and creating contingency plans and alternative solutions.

We Offer

• This position offers career development, exposure to multinational systems and process, high level stakeholder engagement as well as an outstanding opportunity to join a professional team at APM Terminals and contribute to the success of the organization.