Customer Service Manager for DAMCO (Thailand)

Key Responsibilities

The position is responsible and accountable for the following:
• Lead and Manage the Customer service teams to focus on the key Customer Service Drivers:
o Easy to Business with;
o Timely Delivery of Documents;
o Pro-Active Notification;
o Exception Management;
o Efficient claim handling
• Drive understanding of contracts, terms and conditions and charge structures to ensure Damco a) delivers on its promises and b) takes every opportunity to up-sell and receive value for all services provided.
• Implementation of new customers into the Customer Service Office ; ensure proper SOPs/IOPs are established and managed through any related hyper-care
• Ensure that the Customer service teams adhere to service standards for:
o Sending quotations to the Customer
o Confirming and sending bookings
o Resolving issues/query from the Ops team
o Responding to customer enquiries.
• Monitor data integrity of systems.
• Responsible for cross sell/up sell, customer retention.
• Follow up on Outstanding payments
• Monitor, record and report the performance of Customer Service teams with suitable recommendations on :
o Service delivery wins & Service failures
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships. 

Who we are looking for

Operational Efficiency & knowledge of industry
o 7- 10 years in a Supply Chain / Logistics role , ideally from within Damco's industry
o Proven Track record of Managing Customer Service / Operations office. Ability to build and/or promote relations with clients
o Familiarity with the following is preferred :
• Customer segmentation as per Damco strategy
• Damco internal policies & processes : e.g. Product Management / Procurement / Trade Lane Management/ Pricing / Quotation / Booking Management etc.
• Customer Service Quality Standards and Business Process Improvement processes
Communication Skills
o Excellent communication skills and the ability to communicate confidently
o Customer-facing and interaction skills with high-level of customer orientation
Passion for Customer Service
o Passion to drive closures & customer solutions
o Good planning skills and the ability to work under pressure to deadline
People Development
o Strong people management skills - ability to attract and retain talent in the organization
o Ability to develop a robust succession plan and ensure people growth

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For further information, please contact: hr.thailand@damco.com