o Lead and Manage the SCM CS team/s to focus on the key Customer Service Drivers:
1 Easy to Business with;
2 Timely Delivery of Documents;
3 Pro-Active Notification;
4 Exception Management;
5 Efficient claim handling
o Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Damco a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
o Ensure proper implementation of new clients or new programs
o Ensure & monitor that bookings with vendors/shippers are executed on time
o Planning and coordination with vendors/shippers
o Ensure that the Customer service teams send timely quotations to the Customer
o Monitor responsiveness on Query Resolution with shippers/ KAM/ Customers
o Monitor data integrity of systems.
o Responsible for cross sell/up sell, customer retention.
o Follow up on the Outstanding bookings & query resolution
o Work with the KAM/ Commercial team to establish and strengthen customer relationships.

Build Strong Customer Relationships:
o Meet up with the KAMs/ Commercial team members / program managers on a regular basis to review customer service for responsible SCM customers.
o Set up a calling pattern with key customers & engage with them to build strong relationships
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

Stakeholder Management
o Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and Damco overseas offices to deliver seamless customer experience
o Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions

People Development
o Establish and monitor clear objectives
o Train, develop & mentor team-members
o Develops & maintains a customer service mindset in the team & ensures the team is motivated to go the extra mile

Information Management
o Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
o Customer Master Data – in line with Maersk policy and procedure.
o Customer Authority Matrix and Escalation / Dispute Resolution process
o SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions
o Customer KPI reporting in accordance with contract requirements