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For your reference, we have included the original job posting below.
DAMCO Graduates - Air Customer Service Team Leader, Damco Air Shanghai Branch - Damco, Shanghai, P.R
Job Number:
42459311
Company Name:
Maersk
Job Location:
Shanghai, CN
Job Category:
Transportation & Logistics
DAMCO Graduates - Air Customer Service Team Leader, Damco Air Shanghai Branch - Damco, Shanghai, P.R
DAMCO Graduates - Air Customer Service Team Leader, Damco Air Shanghai Branch - Damco, Shanghai, P.R.C.
As part of the Damco International Graduate Programme, Damco, is currently hiring talented and highly motivated individuals in the role of Shanghai Air Customer Services Team Leader. Purpose & general responsibilities of the position: - To Provide and develop logistics service to all of DAMCO clients and IEL colleagues for air shipments: - Provide physical handling for each shipment. - Provide one stop service to client and build good reputation in local market. - Establish smooth, efficient, clear communication channel between vendor and client including overseas office. - Provide support to sales team directly or indirectly. - Clear up all related FIN report to ensure the income actually done. - Sell trucking service to local vendors for meeting the budget and satisfy with them. - Set up very reliable basement between ops team and cus team, ensure of keeping best relationship, efficient cooperation. Key Responsibilities: Attitude - To provide the one-stop service to both local vendor and overseas customer - To provide high quality service which exceed their expectation - Always smile and greet to the customer when you pick up the phone - Proactively provide in-time information to related parties to keep them updated anytime - Treat all customers as same whatever big or small - Never hang up the phone in the middle of a conversation
Communication - Listen to the customer's requirements, ensuring we understand them and only then offer suitable solutions - Maintain clear communication with other departments and client/overseas - Provide quick response and accurate with detailed suggestions, anticipating the next question - Use different way to deal with different customers or situation, use clear/simple words to make customers to be easily understand - Don't use glossary to customers - Use proper talking way with internal team
Knowledge - Have full knowledge of whole process not only the in-charged parts. - Share the knowledge as appropriate to gain the customer's trust - Consider the customer's situation and give detailed explanation when customers have inquiries
Product/Process - Working together with air ops team to process booking in accordance with customer's requirements and internal procedures - Working together with base team to ensure accurate data quality of the air funnal and Cbas / ICB ( air system products ) - Maintain and follow up booking records with high data quality. - Take ownership and seek solutions for customer requirements - To support the sales team and ensure clients are given complete support and information to meet their needs. - To assist sales in regular customer visits - Timely ICB update and follow up pending report - Outstanding and one off credit follow up - Co-ordination and co-operation with internal parties mentioned above in network of interaction. - Understand A.P. Moller - Maersk culture (values/vision/mission) - Speak up anything to other person include the failure and success Measurement / success criteria of the position: To link all aspects of the operations to deliver best-in-class and seamless air product. - Scorecards KPI - PA expectations - Air volume in Shipping Order - Profit margin for each case Requirements for the position: Essential: - communication skills - Proactive attitude - Customer service mindset - Team spirit - Working procedure - Air knowledge
Preferred: - Customer service experience - Commercial awareness - Time management skillFluent English writing and speaking
About the company:
Damco is the brand of the A.P. Moller - Maersk Group's logistics activities, and is one of the world's leading providers of freight forwarding and supply chain management services. For more than 20 years, Damco has been offering a broad range of transportation and logistics solutions to customers all over the world, and has over 9500 colleagues in 280 offices, covering more than 90 countries in Africa, Asia, North America, Europe, Middle East, and Latin America. Damco is an independent business activity within the A.P. Moller - Maersk Group. We embrace diversity and recruit the best person for the job - regardless of gender, age, nationality, sexual orientation or religious beliefs.
