Senior Customer Service Consultant - TH KCR Michelin

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Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.We OfferThis is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.Location - Empire tower, Bangkok, ThailandRole & ResponsibilitiesResponsible for executing all the activities handled associated with Value Added Services including Trucking, Customs House Brokerage (CHB).Be the first contact point or escalation to customer for specific scope as assigned.Ensure the manage customer's expectation if any delay or unexpected circumstances.Monitor & review job costing, revenue and costs for the activities coordinated under control of Operation team.Responsible & on time for customer query resolutions and exception handling.Tailor made solution provided to each department of customer (Standardize process if possible)Prepare monthly report & KPI.Prepare monthly accrual report to customers for month-endPresenting KPI to customers in monthly basisOntime solving issue and raise to customer if concernedEnsure vendor management within your area is carried out and properly followed up.Ensure the systems related to KPIs meet requirements (timeline and correctness) both internal & external parties.Ensure new requirements from customers have been successfully implemented.Ensure to follow Maersk’s global guideline for operations activities.Report on service or business failure to Team Leader/ ManagerProvide feedback on product and process improvement to Team LeaderGive package solutions to customer using wide-ranged services of Maersk when required. (Upselling)Handle claim at starting level of acknowledgement and inform Team Leader for further investigation and solution.Communicate with internal and external Customers constructively and, in the most professional manner – instilling confidence in the Customers.Manage and drive the team to achieve the results assigned by the company.Coordination with internal and external stakeholders to achieve required delivery to customers with professional proactive manner.Collaborate with broker/shippers/consignees/carriers/etc. for timely resolution of customer issues and queries.Maintain a customer centric approach thereby helping to avoid the occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.Work with the Commercial, Sales, Suppliers, Pricing team to establish and strengthen customer relationships.Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.Take full responsibility and end-to-end ownership of customer shipments and issues. Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs.Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI)Monitor and help improve the end customer KPIs resulting in customer delight.Performed process component needed for LnS (bookings, customs clearance, trucking, etc.):Booking ManagementBroker ManagementCarrier ManagementCargo Planning/ Receiving etc.Accurate and timely reporting requested.Expectations from the RoleTeam Operations DeliveryDeliver targets for the customers under purview.Ensure accurate revenue and cost data is maintained for customer.Troubleshoot and resolve operational issues / escalations.Ensure compliance with procurement guideline.Data Quality & Process ImprovementEnsure Data Quality in DocumentationIdentify the areas of improvement & implementation of process improvement initiative.Ensure to delivery KPIs both internal & external.Customer ServiceParticipate in Monthly/quarterly formal reviews with customers.Identify improvement areas (if any) throughout the execution of operations process.Service minded & constructive provide the best solution to customer.Entrepreneurship mindsetContinuous improvement and digital skillOperational FinanceClosely coordinate with Finance Operations team to ensure job creation is done in timely manner.Ensure team process timely billing and accurate revenue and cost captured in Kewill.Ensure no loss makingDimensions (What is the impact of the job in numerical terms?)Meet agreed KPIs/ objectives.High and positive scores from Customers in Customers’ Satisfaction Survey.No additional cost due to mishandling by team memberHigh engagement with all stakeholders, and internal team.Who are we looking for:

Bachelor’s Degree in related filed.
Good command in English – Be able to communicate verbally and in writing spontaneously
4-5 years experiences with international freight forwarding market, experience in customs formality process and brokerage service of various transportation mode - Import / Export , Freezone, Ocean, Air, Domestic, Cross border
Excellent Stakeholder management-, interpersonal-, and communication-skills
Energetic, Well-organized, and Self-Initiated
Analytical and problem-solving skills
Effective communication & Customer centricity
Ability to work under pressure keeping quality in focus
Strategic thinking in terms commercial growth accordance with compliance
Ability to manage a multi-layer team of teams
Ability to build team and network
Continuous improvement mindset & apply digital skill & lean concep

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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