• Focus on the key Customer Service Drivers:

• 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 :

• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.

Booking & P.O. Management
o Coordinate with suppliers and customers to receive and confirm the P.O. details
o Validate details of open P.O. reports as per defined timelines
o Coordination with suppliers to ensure booking of open P.O.'s on system
o Ensure all bookings/FCR/CLR are done using MPS through operational coordination
o Validation of booking confirmation & shipping order details
o Exception management related to receipt and verification of P.O. details, validation and confirmation of booking
o Ownership of accounts receivable through coordination with the FACT-OTC team
o Ensure no data quality errors w.r.t details available at MODS

Quality Management
o Execute and deliver on local initiatives
o Ensure compliance to internal & external audit controls

Follow-up & Query Resolution
o Ensure that P.O. s are delivered on time
o Dispatch of invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o 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
o Develop an understanding of the customer’s business & needs
o Identify cross sell/up sell opportunities to aid customer stickiness and retention.
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

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