Customer Solutions Supervisor - Shipping Business

Job description

Role : Customer Solutions Supervisor

Client Information:

Our client is a leading global liner shipping company, involves in global shipping activities and emphasizing worldwide services, high quality and environmental standards.

Assets with 248 modern ships, 11.9 million TEU (Twenty-foot Equivalent Unit) transported per year, around 14,000 motivated employees in 418 offices in 137 countries.

- Candidates having good experience in Shipping industry can apply

Function and duties:

Participate in Customer Facing (F2F) meetings - either joint visit with sales or individual to ensure our customers feel connected with Customer Service - especially with critical NVOs & GNPs.

Be accessible to Customers at all times. Act as local Point of Contact to address and assist on urgent request such as Form 13, Empty offloading, Seal issuance etc.

Handle escalations for all tasks related to Customer Service

Anticipate customers inconvenience based on their feedback with regards to existing/newly launched process and offer/solution recommendation to align basis market standards.

To improve customer interaction in lieu of customers understanding of HL process especially those who were identified as detractor/neutral during previous two CES and the ones who are contributing in high number of Case counts.

Participate in cross-functional Area meetings, discussing solutions for daily problems highlighted by customers involving other teams

Identify new customer requirements and present to management for acceptance

Act in the on boarding process for new customers, explaining Sales and Customer Service setup, Quality Promises, e-business tools/OBL printing (together with Digital Manager)

Act as an extended arms of the QSC in executing Projects and working as liaisons between the QSC and customers especially in scenarios where customer education is required

Support Sales teams on Quality Promises and customer commitments

Performs root-cause analysis of repetitive problems / deviations

Proactively analyze case and phone statistics to identify opportunities of improvement, both from customer / HL side

Engage as focal points for QSC to expedite execution of tasks where local action required for Vendor handled (external) Counters.

Engage in regular customer visits to ensure our customers feel connected with CS physical / face to face meetings help specially with critical NVOs along with GAMs when there is presence in the main metro locations/zones.

Internal and external point of entry for customs matters, across all area departments

Duly communicates local customs developments to responsible parties

Evaluates impact of local customs requirements to ensure compliance

Participate and support in Global/Regional Projects related to customer service

Qualifications and Technical Job Requirements:

University degree or equivalent

Industry knowledge and experience.

Customer Success Representative, Articulate

Very good command of written and spoken English

Working knowledge of MS Office

Able to work well with others and follow guidelines

Positive attitude

Receptive and be able to grasp new ideas and motivate oneself for personal development

Other benefits :

Annual bonus & increment based on performance, Group medical (self, spouse, children & parents), Group life (self) & personal accidental (self) insurance coverage.

Experience of Level: 4-8 years of experience

Educational Qualification: University Degree

Job Location: Gandhidham, Gujrat