We offer
A visible role where you will provide consistent, high quality customer service and operations end to end for Customers.You will be the first point of contact for the designated set of Customers and will be responsible for booking, resolution of service issues and customer queries as well as dispatch of invoices.
In return, you will gain valuable experience in long-term strategy planning and execution, negotiation, and play a pivotal role in setting the future direction of Damco.
Key Responsibilities
Focus on the key Customer Service Drivers
Easy to do Business with
Timely Delivery of Documents
Pro-Active Notification
Exception Management
Efficient claim handling
Query Resolution with shippers/ Customers- ensure timely resolution and response to customers.
Follow up on the Outstanding bookings & query resolution
Record and report the performance of the designated Customers that can help provide recommendations on service delivery wins and service failures
Expectations from the Role
Receive & Confirm Booking
Perform Credit limit, sanity & feasibility check on booking
Register booking details, send timely confirmation & inform shipper about issues if any
Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB
Follow-up & Query Resolution
Ensure shipping documents are delivered on time
Dispatch invoices
Ensure integrity of data entered into the system (TrakIT)
Follow-up with for timely resolution of customer issues and queries and ensure that timely response is received by the customers
Customer Relationship Management
Develop an understanding of the Customer’s Needs
Provide regular updates to commercial team on cross-sell/ up-sell opportunities
Information Management
Maintain Customer Master Data
Maintain Contract Register & Contractual Records E.g. SOP’s / SLI’s for customers as given by commercial team
Maintain Customer KPI Reports as given by Country Manager
We are looking for
Operational knowledge & Customer Service Experience
At least 2 years’ experience in a large Operations / Customer service team with minimum 1 year experience in the Logistics sector with Customer facing experience
Working knowledge of TrakIT / Kewill is an added advantage
Familiarity with Damco Policies and Processes is an added advantage
Communication Skills
Excellent communication skills and the ability to communicate confidently
Drive for Results
Passion to drive closures
Well organized when working under pressure
Team player – Works together with others in the business unit to achieve results, fosters teamwork
Drive for Results
Passion to drive closures
Well organized when working under pressure
Team player – Works together with others in the business unit to achieve results, fosters teamwork
