Export Customer Service Care Agent
MaerskShanghaiUpdate time: September 13,2019
Job Description
The role of the export customer care agent is to own/manage the customer experience of his/her customers by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.
We offer
- This is a deputy role in the team to help manager lead the team perform well and drive for the team engagement. In this position, your leadership skills will be practiced and enhanced.
- You will learn E2E Special cargo procedure here, including understand the rate component, loading predictions, and even stowage plan upon the close cooperation with operation stakeholders.
- You will be an innovator in the team to lead and implement the changes, you are allowed and encouraged to be creative and brave to testify your ideas and help the people in the team to be better and improve the team performance consequently.
- You will have the opportunites to participant management meeting on behalf of the team to demonstrate your capabilities from various perspectives.
Key responsibilities
Day to Day Business
Team Deputy Responsibilities
- In charge of all issues after sales activities
- Thoroughly understand and comply with policies, procedures, manuals, guidelines, conference rules and regulations.
- Working with GSC team to fulfil customer’s requirement.
- Manage customer’s expectation with skilful communication step
- Participate daily commercial activity
- Pick up IPCC within 30seconds and handle customer’s request with professional service and helpful manner.
- Follow company policy and handle exceptional request from customers, like claim, COD, late gate-in, return shipment, sale lead, re-stuffing, DIT etc.
- Proactively monitor and manage the end to end shipment process to ensure cargo is transported as per transport plan that promised to customer and/or keep customer information for any relevant deviation.
- Provide hyper care service for new on board customer to dig out more cooperation opportunity.
- Understand our strength and selling points. Positively promote with customer.
- Trade related task completion within timeframe
- Improve customer experience and drive higher NPS score from various channels.
Team Deputy Responsibilities
- Support manager to drive the team performance.
- Be the role module in the team to influence other team members perform better.
- Team player to drive the team engagement.
- Be open, brave and creative for changes.
- Participate team management meeting on behalf of the team when it requires
- Cooperate with cross functions to drive the process excellence and business result.
- Organize team’s participation in various functional/company activities.
- Organize and lead commercial activities on behalf the team where it requires.
- Analyse the data to detect the problems and close the gap to achieve the goal.
We are looking for
- Strong willingness to be a people manager aligned with his/her career development plan. (This deputy role will be a good chance to testify the leadership capability).
- Team player with ‘can-do’ attitude.
- Strong capability to drive things done.
- Quick learner and be open, brave, creative.
- Advanced data analysis skill.
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