Customer Service Manager at Maersk

Location: Onne, Rivers 

Key Responsibilities

• Resolve Customer complaints and concerns quickly and efficiently by proper liaison with Operations, Planning and Finance Department
• Establish proactive communication with customer to ensure their understanding, handle quality and service issues, and develop/maintain customer loyalty.
• Interact with customers concerning orders & shipments.
• Interact with customers to advise shipment
• Initiate tracers with carriers
• Make changes to shipments where necessary
• Solicit sale of new or additional services using inside / tele sales channel
• Handle irate customers in a professional manner
• Obtain customer feedback information & makes necessary analysis available to management on a regular basis
• Prepare correspondence to customers, regarding port procedures and notifications.
• Contact customers regarding any documents needed, such as customs declaration, manifest, etc.
• Contact customers regarding invoice payments.
• Meet with customers to solve any problems that may arise.
• Act as an escalation point for receivable manager on timely payments of invoices by customers and personally calls customers if they are past due in payment.
• Assist when necessary in establishing or reviewing customs and other external procedures affecting port users.
• Co-ordinate customer issues with relevant department
• Manage and maintain relationships with key accounts, local stakeholders.
• Update & maintain customer data base, customer and company profile with assistance from sales.
• Constantly follow up on service trends, customer preferences, assist the MD and commercial team on development of Customer Satisfaction surveys

Requirements
We are looking for:

• A college degree in business preferably in marketing.
• At least five to seven years of customer service experience in a service industry. Experience in import/export documentation, billing, and other similar areas of operation is preferred.
• Experience in Direct Sales is an added advantage
• Thorough knowledge of import/export documentation, such as manifests, declarations, etc.
• Knowledge of port rules and regulations.
• Excellent interpersonal skills; an ability to interact with customers both diplomatically and firmly, when necessary.
• Strong managerial and leadership capabilities.

We Offer

• A wide range of national and international career opportunities.
• Opportunities for professional growth in a dynamic environment acquiring skills, knowledge and exposure to a service provider set up & marketing of services. General exposure to terminal management