天津招聘

Position Summary (statements to demonstrate the core purpose of the job )

The core purpose of this role is to provide consistent, high quality customer service for Premier Customers, whose buying is focused around transactional processes . The Premier Customer Service associate will be the first point of contact for the designated set of Premier Customers.
The incumbent is responsible for preparing & sending the quotation to the Customer and as well as processing & confirming the Booking request.


Key Responsibilities
(The key activities the position is required to deliver on in order to achieve the role purpose/ accountabilities of the job holder)

? 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
? Ensure timely resolution and response to customers.
? Responsible for cross sell/up sell, customer retention.
? Follow up on the Outstanding bookings & handle query resolution
? Prepares contracts and charge structures as per the Damco legal standards
? Record and report the performance of the designated set of Premier Customers and that can help provide suitable recommendations on :
o Service delivery wins
o Service failures

Expectations from the Role
(The outcomes that the job holder is expected to drive through fulfilment of the his/her responsibilities)
Prepare & Send timely quotation to the Customer
o Validate & create Customer Records in SCV
o Enter basic information for Shipment into the quotation
o Create Customer tariff
o Provide quotation to the Customer
o Receive feedback from Customer on provided Quotation

Receive & Confirm Booking
o Receive booking from Customer
o Perform Credit limit, sanity & feasibility check on booking
o Register booking details, send timely confirmation & inform shipper about issues if any
o Create export booking file by saving booking in Kewill
o Receive Shipping Instruction from Customer & coordinate with Operations team for HBL/ HAWB

Follow-up & Query Resolution
o Ensure shipping documents are delivered on time
o Dispatch invoices & Follow up on the Outstanding
o Ensure integrity of data entered into the system.
o Follow-up with the Ops team for timely resolution of customer issues and queries and ensure that timely response is received by the customers

Customer Relationship Management
o Understand the customer needs
o Use opportunities with customers to cross sell/up sell to aid customer retention.
o Provide data and review Customer Service Performance with Manager &
o Provide regular updates to commercial team on cross-sell/ up-sell opportunities

MIS
o Update Customer Pricing Database
o Update Claims Register
o Maintain Customer Master Data

KPI’s (suggested – working group to validate)

? Service delivery – quality & response aligned with agreed client SLAs for:
o Quotation response
o Booking confirmation
o Query resolutions
o Daily Customer updates
? Customer Satisfaction Survey Scores
? Cross-Sell /Up-selling leads generated

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational knowledge & Customer Service Experience
o At least 2 years experience in managing large Operations / Customer service teams with minimum 1 years experience in the Logistics sector with Customer facing experience
o Familiarity with Damco Policies and Processes relating to the following is preferred :
？ Customer Service Quality Standards, Quotation Standards and Pricing Policy
？ Processes relating to credit approval process, invoicing / dunning
o Working knowledge of FACT, MODS

Communication Skills
o Excellent communication skills and the ability to communicate confidently

Drive for Results
o Passion to drive closures
o Well organized when working under pressure
o Team player – Works together with others in the business unit to achieve results, fosters teamwork

The A.P. Moller - Maersk Group
A.P. 穆勒 - 马士基集团
The A.P. Moller - Maersk Group, with its headquarters in Denmark, is a worldwide leading organization with more than 115,000 employees and offices in around 130 countries. The Group is engaged in shipping, logistics, terminal investment and management, retail, oil and gas exploration and manufacturing.
A.P. 穆勒 - 马士基集团是一家源自丹麦的全球化集团公司，在全球130多个国家设有办事机构，拥有逾11.5万名员工。集团的主要业务在航运、物流、码头投资和管理、零售、石油的天然气的开发以及制造业等相关领域。

A.P. Moller - Maersk Group in China
A.P. 穆勒 - 马士基集团在中国
The A.P. Moller - Maersk Group has been operating in China for more than 80 years. The foundation of the Group’s presence in China is characterized by our commitment to serve foreign trade, continued expansion, investments with mutual benefits, and good corporate citizenship.
With more than 100 offices and 11,000 employees in China, the Group’s operations include an extensive network of offices, wholly-owned and joint venture transportation companies, logistics companies and industrial enterprises, as well as investment in and management and operation of marine terminals in key coastal cities in China.
The A.P. Moller - Maersk Group is also a major buyer of vessels and marine equipments made in China as well as consumer products for the Group’s supermarkets in Europe.
A.P. 穆勒 - 马士基集团服务于中国的对外贸易已逾80余年。集团在华的立身之本是信守承诺：致力于服务中国的对外贸易、在互利互惠的基础上不断拓展业务，增加投资，争做优秀的企业公民。
今天，集团在中国大陆和中国香港设有100多个办事机构，员工超过1万1千名，并积极参与集装箱航运、物流、集装箱码头运营和管理、多式联运、工业制造与采购以及海事设备维护维修服务。
A.P. 穆勒 - 马士基集团是中国大陆制造的远洋货轮和海运设备的主要采购商，同时还为集团在欧洲的超级市场采购中国产品。

About Damco
关于丹马士
Damco is the new, combined brand of the A.P. Moller - Maersk Group's logistics activities.
丹马士是A.P. 穆勒 - 马士基集团旗下为客户提供供应链管理与货代专业服务的一个新的联合品牌。
Damco offers a broad range of supply chain management and freight forwarding services to customers all over the world, and has 10,500 colleagues in 280 offices, covering over 93 countries in Africa, Asia, North America, Europe, Middle East, and Latin America.
凭借在亚洲、非洲、北美洲、欧洲、中东和拉丁美洲超过93个国家的280个办事处以及1万零5百名员工，丹马士为全世界的客户提供广泛的供应链管理和货运代理服务。
In Damco, we pride ourselves with having people who have the energy to go the extra mile to find the most reliable, efficient solution for our customers - and deliver on our promises. In every Damco office around the world, we have local people, who speak the local language and engage with, and make a difference in the communities in which we live and work.
在丹马士，我们以我们的员工为骄傲，他们拥有勇往直前的工作态度，精益求精地为客户寻求最可靠、最有效的解决方案，使承诺成为现实。丹马士在世界各地的办公室均会聘请使用当地语言和了解地区文化的当地员工，融入所在地区，大展鸿图。

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The A. P. Moller – Maersk Group： **************
Damco： *************
A.P. 穆勒 - 马士基集团：**************
丹马士： *************