Leading the team of Customer Service agents at Maersk Logistics Park (MLP). Ensuring seamless and effective customer service processes in accordance with customer’s SOPs and SLA.
Maintaining a positive relationship with customer(s) by close interaction and fast reaction to any issues related to customer(s) operations. Stakeholder for the customer towards operations,
internal and external service providers such as customs, distribution, others. Effective people management and asset management will deliver seamless quality and customer satisfaction. The
supervisor is responsible for development and implementation of new procedures and processes to improve ongoing tasks and processes.
Responsible for:
Customers
- Be the voice of the customer on site ensuring
issues and concerns are spotted in time to fix.
- Be the first point of escalation for internal and
external customers
- Ensure seamless and effective customer service
processes in accordance with customer’s SOPs
and SLA
- Translate contractual obligations into
operational tasks
- Work with relevant teams on new customer
implementation
People
- Determine roles & responsibilities of the team
within his/her scope to achieve business
objectives
- Responsible for mentoring, coaching,
performance review feedback, conducting
disciplinary actions, and interviewing new
employees
- Develop talent and encourage leadership
growth amongst employees
- Drive engagement of the team
Ensure the team is aware of and comply with
company, government, and customer policies,
procedures, and regulations by engaging the
right functions to deliver trainings as needed.
Operational Excellence
- Interface with Operations to ensure operational
readiness for all incoming and outgoing
transactions.
- Update and monitor the systems for all account
activities to ensure accuracy, completeness and
condition/status of shipments.
- Leverage continuous improvement methods to
enhance process accuracy
Product
- Communicate with Management about ideas and
solutions for continuous improvement
- Communicate with Management about any
concerns and/or issues related to customer queries
that may the service quality and execution.
Communicate with Management about any concerns
and/or issues related to customer queries that may
the service quality and execution.
HSSE
- Communicate to and train employees in HSSE
processes and how to carry out their role safely
ensuring training records are in place.
Critical Competencies
- Analytical, problem solving, and
organizational skills.
- Demonstrated experience working with
customers to improve business operations
and results.
- A leader who can build a strong team.
- People and talent development experience
- Work experience as a Customer Service
team leader or supervisor in warehousing
industry or a similar
- Proficient with MS Office programs and
strong overall system skills (YMS, TMS,
WMS).
- Able to work with multiple customers, while
maintaining attention to details.
- Strong verbal and written communication
skills
- Fluent in Arabic and English languages
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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