High-Level Position Purpose

Deliver a superior Customer experience to our Damco customers and proactive in identifying issue and mitigating them, ensure issues raised are resolved quickly.

Closely collaborate with other teams within and across Station/DOC. Act as the first point of contact for customers and actively build strong relationships with customers.

Key accountabilities and responsibilities

• Customer Relationship: Be the primary point of contact for customers and act as an advocate for the customer internally; Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Customer Experience: Own customer experience. Lead the team to achieve best-in-class Customer Service
• Process execution: Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders
• Standard Adherence: Adhering to process in line with the agreed execution Standards and customer specific IOP’s and monitor respective KPI’s; Adhere to Standard is the Standard
• Business growth: Identify and execute upselling opportunities; Driving value through the network

Required experience & skills

• Customer Centricity

• Composure

• Perseverant & Action Oriented

• Collaboration and Influencing

• Problem solving

• Communication effectiveness

• Operations System knowledge

• Lean/OPEX knowledge

• End-2-End process knowledge - in Ocean, Air, etc

• Interpersonal Savvy

• English written and spoken

Parameters for Success (key measures)

• Gross Profit

• GP per file

• Employee Connection Survey / Employee engagement

• Productivity (File/FTE)

• Upselling

• Churn and retention

• First Contact Resolution (FCR)

• Customer Promise

• Onsite Position, Site Address:

上班地址：黄浦区，蒙自路757号歌斐中心26楼