Team Lead - Customer Service at Damco Nigeria

Ref: DC-159366

Key Responsibilities
Primary Responsibilities:

• Take full responsibility for the end-to-end ownership of customers’ shipments and issues.
• Ensure Damco delivers the product sold to customers translating to increase in CM1
• Ensure customer is satisfied translating to a repeat business and increase in volumes.
• Engage in constructive problem resolution and provide solutions
• Act and communicate proactively, keeping customers informed of any issues arising or changes in their booking
• Responsible for providing an exceptional, world class customer service to all portfolio of customers.
• Address root causes and seek continuous improvements in our processes.
• Ensure all correspondence are replied, within one hour from sender.
• Ensure swift service delivery, adhering to the standard process and customer specific IOP’s.
• Interact with Sales to ensure customer agreements.
• Facilitate completion of booking and documentation processes (pre-arrival assessment).
• Follow-up for resolution of issues/queries + ensure timely response to customers.
• Timely handover of file to internal parties involved
• Manage job costing for customers assigned, which includes opening and closing of files.
• Send booking confirmation (document status & cost implications for any delays).
• Manage written correspondence between OPS department, Carrier, etc. related to cargo tracking (vessel nomination).
• Confirm and verify declarations then advise customer of expected duty amount and HS code (s) used.
• Raise Invoice for shipping/terminal and other charges which must be prepaid.
• Prepare payment request, receive draft/payment advice and handover to shipping clerk for payment of shipping line charges.
• Receive duty receipt and handover to operations.
• Follow up on entries with operations and advice customer on status.
• Advice customer on queries encountered during verification/examination and discuss/agree on a workable solution.
• Keep Client updated on cargo status before and after arrival or departure.
• Escalate all major issues to customer service team leader
• Contact customer on additional charges and get payment commitment/approval.
• Confirm with customer place and time of delivery.
• Follow up on cargo delivery status.
• Coordinate transport and Customs handling (Trucking/CHB).
• Ensure invoices are raised timely and cross-checked with attachments and ensure delivered to client.
• Monitor and manage empty container return to the respective nominated containers depots.
• Ensure all container final detention invoices are paid timely.
• Manage Accounts Receivables for customers assigned.
• Update fields in TrackIT that are assigned to function in a timely and correct manner.
• Ensure team leader is in the know of all major communication with customers.

Secondary Responsibilities:

• Maintain and enhance efficient relationships with customers, suppliers, clerks and authorities.
• Ensure clients are physically visited at least once a quarter or upon Sales invitation to foster greater relationship.
• Ensure operational excellence and coordination.
• Ensure pro-active communication internally and externally.
• Ensure all issues affecting Damco are addressed within Organization as deemed required.
• Maintain and monitor Data Quality of TrackIT updates.

Requirements/Qualifications

• Bachelor's degree in Business Management, Social Sciences or equivalent is desirable.
• Proficient in English as well as relevant local languages (verbal and written).
• Minimum 1 year of experience in customer service department for a fast-paced service company.
• Minimum 1 year logistics operations experience will be an added advantage.
• Excellent communicator, persuasive and enjoy solving problems.
• Ability to work in a team.
• Previous experience in a customer facing role, preferably one that involved any form of technical thinking.
• Can handle pressure and high volume of customers.
• Personable, energetic, accurate, proactive and excellent communication skills.
• Someone who is an excellent team player and able to work effectively under pressure.
• Should have the ability to converse with people of all levels and is well organized, efficient and effective.

Technical Skills:

• Basic proficiency in MS office

Performance Measurement:

• Yearly performance appraisal where personal and business objectives for past year is reviewed and new objectives are agreed upon.
• Quarterly KPI Review

We Offer

• You will be reporting to the Customer Service .
• You will be given the opportunity to express your ideas and mentored to understand the Company processes and build a strong career.