• Focus on the key Customer Service Drivers:

• Easy to Business with;
• Timely Delivery of Documents;
• Pro-Active Notification;
• Exception Management ;
• Efficient claim handling

• Booking with vendors/ shippers
• Planning with vendors/ shippers (Vendor coordination)
• Query Resolution with shippers/ Customers/ Key Account Managers- ensure timely resolution and response to customers.
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Prepares contracts and charge structures in line with the Damco Policy
• Record and report the performance of  the designated set of Solutions Customers that help provide suitable recommendations on :

• Service delivery wins
• Service failures

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs
• Execute reports assigned by Assistant Manager/Manager

Expectations from the Role

Booking & P.O. Management

• Coordinate with suppliers and customers to receive and confirm the P.O. details
• Validate details of open P.O. reports as per defined timelines
• Coordination with suppliers to ensure booking of open P.O.’s on system
• Ensure all bookings/FCR/CLR are done through operational coordination
• Validation of booking confirmation & shipping order details
• Exception management related to  receipt and verification of P.O. details, validation and confirmation of booking
• Ownership of accounts receivable through coordination with the FACT-OTC team
• Ensure no data quality errors in MODS

Quality Management

• Execute  and deliver on local initiatives
• Ensure compliance to internal & external audit controls

Follow-up  & Query Resolution

• Ensure that P.O. s  are delivered on time
• Dispatch of invoices & Follow up on the Outstanding
• Ensure integrity of data entered into the system.
• Follow-up with the Ops team for  timely resolution of customer issues and queries and ensure that timely response is received by the customers

Customer Relationship Management

• Develop an understanding of the customer’s business & needs
• Identify cross sell/up sell opportunities to aid customer stickiness and retention.
• Provide regular updates to commercial team on cross-sell/ up-sell opportunities

Information Management

• Update Customer Pricing Database
• Update Claims Register
• Maintain Customer Master Data
• Maintain Contract Register & Contractual Records
• Create SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and variation approval

Create Customer KPI Reports

Operational knowledge & Customer Service Experience

• Have experience in a large Operations / Customer service teams in the Logistics sector is a plus
• Working knowledge of FACT, MODS

• Familiarity with Damco Policies and Processes relating to the following is preferred :
  • Customer Service Quality Standards, Quotation Standards and Pricing Policy
  • Processes relating to credit approval process, invoicing / dunning
  • Forwarding Products including VAS, Insurance, etc.
  • Trade Lane Management process, including procurement process, allocation management process, Preferred Carriers , and Carrier charge structure

Communication Skills

• Excellent communication skills and the ability to communicate confidently

Drive for Results

• Passion to drive closures & high level customer service orientation
• Well organized when working under pressure

Team player – Works together with others in the business unit to achieve results, fosters teamwork