宁波招聘

Purpose

· The role of the export customer service representative is to take full responsibility for customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.

Scope

· ML Export customer service

· Export from main port Qingdao, Xingang and Dalian which cover Qinhuangdao, Xi’an, Zhengzhou, Harbin, Shenyang inland service.

Main Responsibilities

· Act as a primary single point of contact for customers, be the Customer advocate internally in Maersk Line.

· Be fully responsible for customer satisfaction, own, manage all customer facing activities

· As part of Commercial Intelligence - build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence. For example, Ask for more and downfall management

· Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership. The issues may included but not limited to Rolling, Equipment shortage, Port Omission, Schedule change, COV, Cut-off change and SI chasing etc

· Be familiar with major claims policies and their impact on company assets and guide customers best possible through any potential claim situation

· Drive continuous improvements opportunities to assist team to achieve or exceed set KPI targets.

· Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends

· To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Personal Competencies

· Understand and support customers and colleagues with issues and problems they may be faced with

· Listen for the opinions of others and act in a diplomatic manner which enables you to relate and build constructive relationships. Customers and colleagues therefore see you as trusted partner whom they can rely on for advice and help

· Deliberately seek to understand how to navigate within the organization and when faced with problems, you look beyond the obvious and work thoroughly to identify the most appropriate solution.

· Actively seek to understand and learn from your experience and you are able to immediately apply the knowledge you have gained.

· The decisions you make are based on the analysis and application of experience and you provide your partners and colleagues with the information they need in order to succeed.

· The communication style is adapted every time in order to match the needs of the customers.