Understand customer’s entire portfolio of business and why a certain percentage isn’t providedto Maersk Line. Create a Relationship Profile for each customer (template provided), definevalue of the customer to ML and have a rolling plan to move the customer to the desired value.Monitor volumes, prospects, and report fluctuations in business pattern for the assignedaccounts. Responsible for the target volume of the assigned accounts.
Effectively on-board new customers and understand how we can integrate their systems andprocesses with ours.
Act as a link between customers and internal stakeholders to ensure high standards of servicein line with customer expectations. Ensure that customer’s feel pleased cared for and trust in alltheir interactions with Maersk Line. Monitor Booking confirmation turn time, BL turn time &OTD, C & C scores.
Actively “Ask for More” cargo from our customers, find information about their needs, theirbusiness and how our services can add value to the customers.
Understand customer needs in terms of services and ensure customer requirements areaddressed, thereby ensuring high levels of problem resolution. Explore avenues for serviceimprovements and providing value-addition to the customers on an ongoing basis.
CSS.. Manage in line with objectives. Measured on response and score.Page 1 of 3
Outstanding payment.
Increase the e-booking percentage for the customer base.
Work together with other functions CS/SAL/TNM/OPS/FIN to ensure the easiest and mostpleasurable experience possible to our customers. Proactively seeking feedback from customerson issues they have faced with Maersk Line in the past and work actively with other functions toensure such issues aren’t repeated.
Take complete ownership of the customer in line with Maersk Line business strategy.
Be proactive in decision making and provide clear responses to customers in all interactions.
Be a motivator, have a positive attitude, promote the engagement of other functions inimplementing the Customer Care mindset.
Provide Weekly Report / Monthly Report in format circulated per agreed deadlines.
Provide Weekly call(tel)/visit plan in format circulated per agreed deadlines.
Daily updates of Insight activities & opportunities.
Monthly targeted customer plan to focus and drive increase in volumes.
Improve Customer accessibility, nil customer complaints.
Equipment forecasting/management, forecasting max +- 25% weekly variance. Optimizingequipment usage per availability. 20 vs 40
Timely responses, no deadlines missed, nil reminders.
Daily visits to be followed up with MOM, separate action plans.
Attendance to VMS.
Usage & attendance to Issue Resolution within timelines.
Interaction with Senior Management.
The CBP will act as a backup for the Counter Care Agent when required.
Job Details
| Date Posted: | 2016-07-14 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Other |
| Company Industry: | Shipping |
Preferred Candidate
| Career Level: | Entry Level |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
| Degree: | Bachelor's degree |
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