We Offer

Key Responsibilities

Build Strong Customer Relationships:

o Meet up with the Commercial team members on a regular basis to identify the list of critical customers and review customer service on a Monthly basis

o Carryout Monthly/quarterly formal reviews with the critical customers

o Develop an strong understanding of the business of Critical customers to ensure customer retention

o Act as a Client Relationship Manager responsible for Client Retention- Set up a calling pattern with critical customers & engaging with them to build strong relationships, identifying and suggesting value added services as appropriate

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 and Damco overseas offices to deliver seamless customer experience

o Ensure effective communication to Customer Service Office Managers, Area Management and Commercial team on market / customer updates / issues & service requests

People Development

o Manage team boundaries and allocate resources between teams for an effective work load balance and to optimize resources

o Set clear objectives and guide team to achieve targets and performance standards

o Develop a robust succession plan and ensure people growth
o Ensure coaching and best practice sharing across the Customer Service teams

o Responsible for employee engagement

o Lead the team to achieve best-in-class Customer Service

Information Systems

o Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.

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