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  • Posted: Apr 20, 2015
    Deadline: Not specified
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    The Maersk Group is a worldwide conglomerate and operates in some 130 countries with a workforce of over 89,000 employees. In addition to owning one of the world’s largest shipping companies, Maersk is involved in a wide range of activities in the shipping, logistics, and the oil and gas industries.


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    Customer Service Team Lead

    Key Responsibilities
    Purpose/Summary:

    • Ensure service delivery in line with customer expectations for import/Export customers
    • Manage relationship with current & new customers
    • Manage relationship with current customs and other government agencies.
    • Coordinate handling of files between Customer service and Operation units.

    Primary Responsibilities:

    • Ensure Damco delivers the product sold to customers.
    • Manage job costing for operation as per approved template.
    • Coordinate handling of file between departments and ensure file is handled in a timely manner.
    • Send daily status update on current files.
    • Manage written correspondence between OPS department and Customer service.
    • Keep Customers updated on cargo status before and after arrival of vessel.
    • Confirm and verify declarations then advise clients of expected duty amount and HS code(s) used.
    • Supervise clerks who raise Invoice for shipping/terminal and other charges which must be prepaid.
    • Receive duty receipt from clients and handover to responsible operations clerk.
    • Follow up on entries with operations clerks and advice customer on status.
    • Advice customers on queries encountered during verification/examination and discuss/agree on a workable solution.
    • Proffer ideas and solutions to all queries from government agencies.
    • Escalate all major issues that cannot be resolved by self to customer service manager.
    • Ensure files are concluded timely and cross-checked for all necessary documents with attachments and ensure handover to documentation team for invoicing.
    • Follow up with trucking team for delivery of containers for revalidation etc.
    • Update fields in TrakIT that are assigned to function in a timely and correct manner.
    • Ensure CS Manager is in the know of all major communication with customer service teams.
    • Coordinate performance review meetings with clients on monthly basis

    Secondary Responsibilities:

    • Maintain and enhance close working relationships with all other internal customers and government authorities.
    • Ensure operational excellence and coordination
    • Ensure pro-active communication internally and externally.
    • Ensure all issues affecting Damco are addressed within Organization as deemed required.
    • Ensure Data Quality of TrakIT updates.
    • Proactively suggest best possible ways of working and resolve issues/queries.
    • Avoid major risks to the company

    Who we are looking for
    Position Qualifications:

    • A degree in business management, social sciences or equivalent is desirable.
    • Proficient in English as well as relevant local languages (verbal and written).
    • Minimum 3 year of experience in logistics operation department for a fast-paced service company.
    • Good knowledge in customs documentation and requirements.
    • Excellent communicator, persuasive and enjoy solving problems.
    • Ability to work in a team.

    Technical Skills:

    • Basic proficiency in MS office

    Method of Application

    Interested and suitably qualified candidates should click here to apply online.

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