Customer Service Manager

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Customer Service Manager
Subang JayaLocalCustomer ServiceRef.: DC-084738
The core purpose of this role is to provide consistent, high quality customer service for Premier Plus Customers, who are
transactional buyers of standard processes but move very large volumes. Despite being transactional buyers, the size of
business justifies having dedicated account teams and customised contracts with some non-standard elements.
This role has to work closely with the account teams (who manage the customers and bring in new business) and the
programme and implementation managers (who move the cargo and provide reporting) in order to optimize customer
This position holds the primary responsibility for customer retention and for identifying cross sell/up sell opportunities to
the Premier Plus customers.
The Premier Plus Customer Service team
o Acts as a prime point of contact for Premier Plus Customers
o Is the first point of escalation for complaint resolution and claims handling.
Key Responsibilities
 Lead and Manage the Premier Plus Customer service team(s) 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 all contracts and charge structures including surcharges, additional charges and accessorial
charges to ensure Damco a) delivers on its promises and b) takes every opportunity to upsell and receive value for
all services provided.
 Ensure proper implementation of new clients or new programs
 Booking with vendors/ shippers- Ensure booking s are confirmed & sent timely
 Ensure that the Customer service teams send timely quotations to the Customer
 Query Resolution with shippers/ Customers- Monitor timely resolution and response to customers.
 Responsible for cross sell/up sell, customer retention.
 Follow up on the Outstanding bookings & query resolution
 Follow up on the Outstanding
 Monitor, record and report the performance of Premier Plus Customer Service teams with suitable
recommendations on :
o Service delivery wins
o Service failures
 Work with the Commercial team to establish and strengthen customer relationships.
Who we are looking for
Operational Efficiency & Customer Service Experience
o At least 2-3 years experience in managing large Operations / Customer service teams with minimum 5 years
experience in the Logistics sector
o Understanding of legal / commercial framework, approval process and documentation related to
 contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade
 INCOTERMS, STC, Customs Documentation, HS Code, and import/export processes
 International Contract Law relevant to Damco services.
o Familiarity with Damco Policies and Processes relating to the following is preferred :
 Customer Service Quality Standards, Quotation Standards and Pricing Policy
 Trade Compliance, HSS, Environmental Compliance
 Financial Management processes relating to credit approval process, invoicing / dunning, and job file
profitability management
 Forwarding Products including VAS, Insurance, etc.
 Trade Lane Management process, including procurement process, allocation management process,
Preferred Carriers , and Carrier charge structure
 GTM policies and processes
 Working knowledge of Kewill, MODS
Relationship Management
o Customer-facing and interaction skills with high-level of customer orientation
o Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration &
communicate effectively in a diverse multicultural environment
o Excellent written and verbal communication skills and the ability to Good influencing skills
Passion for Customer Service
o Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
o Well organized when working under pressure & a can do attitude
o Proactive and exhibits excellent problem solving capabilities
People Development
o Ability to attract, develop & retain talent in the organization
For further information, please contact: .
Damco is one of the world's leading third party logistics providers specialising in customised freightforwarding and supply chain solutions. The company has about 11,000 employees working in more than 300 offices around the world and a global presence in about 100 countries. Damco is part of the Maersk Group. More information about Damco can be found on