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
职能类别: 货运代理 客服专员/助理
联系方式
上班地址:黄浦区,蒙自路757号歌斐中心26楼
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