Customer Service Team Lead at Maersk

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 years of experience in logistics industry and customer service operations 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