成都招聘

Title：Customer Service Project Manager

Role and responsibility

The position involves being the key anchor / entry point for the country/cluster Organisation for all the off shored Customer Service processes.

Task management

1. Deliver country / cluster targets in scope along with defined objectives

2. Manage and drive adherence to standardized global processes, and lead the introduction to new processes e.g. Equipment, X LEAP.

3. Take steps to maximize customer satisfaction, and build strong and lasting customer relationships.

4. Be responsible for full interactions with other functions and remote/off shored team for optimal efficiency, adherence to policies and pursuit of best customer experience for respective country/cluster.

5. Monitor performance against set KPI’s, take corrective action where necessary, and drive continuous improvement for all processes in scope.

6. Contribute to Cluster strategy and tactics, in line with streamline objectives where possible, thereby becoming an integral and valuable part of the country cluster leadership team.

Team Formation

1. Hire/select the right candidates

2. Develop, coach and lead the team

3. Facilitate training/certification of the respective staff locally or onsite where required

4. Support the Migration Manager from inception until sign off of the migrating processes and thereafter own the processes

Coaching and development

Challenges and supports direct reports in developing and implementing customer service strategy and adhering to global standards

Communication

Maintains relationships with:

1. Local Cluster Top, CS MNG and local CSA’s to have a constant VOC/VOP seen from the staff closest to the customers and market.

2. Local Trade and Marketing, Sales and Operations functions.

3 Local customers, to truly understand our customer’s requirements and how we are performing in their eyes.

4. CENCS, to understand global initiatives and adhere to global policies

5. Other GSC Customer service managers to facilitate best practice sharing

Performance management

1. Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.

2. Continuously drive to reduce waste in the CS processes, by analysing (speaking with) data and recommending improvements to relevant parties.

Develop and maintain customer service strategy

1. Recommends and agrees on a effective strategy with the Cluster Top, CENCSCARE to meet overall CS/ML strategy.

2. Maintain a dynamic and scalable organisational model where resources are managed efficiently and effectively both as per business and volume developments

Have periodic, face-to-face meetings with key external customers to get feedback on service levels and identify opportunities for improvements.

Ensure internal controls are adequately and effectively executed to avoid and prevent frauds within the scope of processes off shored.

Knowledge and qualification

1. The ideal candidate will be a person with experience in managing frontline Customer Service process teams including interaction, relationships with direct customers/forwarders/ brokers.

2. Management experience is required. Experience within customer service and/or process excellence in Country Agency, Area or GSC is an advantage.

3. An individual, who’s decisive, has a sense of urgency and result orientation – thereby delivering objectives and increasing business performance.

4. A leader that inspires, motivates, coaches, communicates & collaborates - thereby driving the necessary changes in process, organisation and customer satisfaction.

5. Has an excellent leadership skill to manage multiple stakeholders both internally within the GSC Organisation and Country/Cluster Organisation.

6. Has the ability to attract and retain talent.

7. The candidate should be able to actively work with other functions to ensure quality service is delivered to external customers. Building collaborative relationships across ML functions is key.

8. Effective change management skills to drive, support Organisation strategy

9. Has strong analytical skills and a experience in driving Six Sigma would be an advantage.

公司网址：www.maersk.com
E-mail：CGDGSCHRDJOB@maersk.com，简历请粘贴在邮件正文，勿以附件形式发送
注：工作地点为成都。请在邮件中注明应聘职位名称，并注明该招聘信息来源

马士基集团（Maersk Group）创立于1904年，总部位于丹麦哥本哈根，从事集装箱航运、物流、集装箱码头投资经营管理、集装箱制造以及信息处理服务等业务。目前，集团下设的全球信息处理中心和丹马士物流公司都分别在成都的天府软件园成立了办公室，总共拥有超过2300名员工在此工作。
马士基信息处理（成都）有限公司是马士基集团下设公司。2009年西博会期间，马士基集团与成都高新区签署了投资合作协议，于2010年3月正式落户天府软件园D3号楼，租赁面积约8800平方米，截止2017年12月员工人数1189人。马士基信息处理（成都）有限公司是马士基集团在全球设立的第五个数据、信息处理中心，主要为全球集团内部公司提供船务进出口单证处理、电子订舱、在线客服及财务和会计流程处理，全部业务均属于离岸服务外包。服务客户分布于亚太地区、俄罗斯、地中海、大洋洲等地。

资质与荣誉
Ø    2010年    成都高新区“软件及服务外包十佳企业”
Ø    2011年    通过“技术先进性服务企业”认定
Ø    2013年    成都高新区“高端软件及新兴信息服务业十佳企业”
Ø    2014年    “中国服务外包成长型企业100强”
Ø    2015年    连续被评为“中国服务外包成长型企业100强”
Ø    2015年    成都高新区“海外市场拓展十佳企业”
Ø    2016年    成都高新区“外经贸十佳企业”
Ø    2017年    成都服务贸易协会（CDATS）理事单位


财务数据
成都马士基近年来营业收入（人民币）
2015年    2016年    2017年
1.5亿元    1.5亿元    1.6亿元


工作生活
法定节假日休假完全按国家有关规定执行。业务部门作息时间视业务情况另行安排。

福利待遇
1、招聘过程中，不收取任何培训费用、保证金、押金等，不扣压员工身份证件。
2、公司为员工提供同行业内具有竞争力的工资。
3、公司除依法为员工办理五险一金外，为每位员工提供完善的商业保险。
4、公司为员工提供各种与职位相关的知识、技能培训。
5、公司竞争机制完善，为每位有才能的员工提供公平、公正的晋升机会。

欢迎有志之士加盟马士基集团，共同发展！