Manager – Customer Service

Job purpose

The primary role of the Customer Service Manager is to manage the overall performance of Customer Service team to achieve the teams KPIs, build good relationships with customers and to develop people within the Customer Service team to be a strong resource for the company. This role reports into the Managing Director for SeaLead Shipping Malaysia.

Main Tasks And Responsibilities

Customer Relations

• Core responsibility is to ensure manage customer relations with regards to customer service related issues, enhance customer satisfaction and information flow.
• Serve the customer in all queries and keep them well informed on all customer service related matters.
• Ensure all Shipping Documentation are correct and in order as per the requirements of various authorities.
• Sending timely customer advisories, handling exception requests, managing delays, booking cancellations,
• Managing email/phone response to ensure timely response to internal and external customers

• Attending face to face/ virtual meetings with customers and sales account owners to address any issues raised and to educate customers on SeaLead’s process.
• Up-sale and Cross-sale all SeaLead’s services to all existing customers.
• Maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
• Manage Vessel/Voyage changes and customer communications
• Follow up on other department queries to Customer Service to ensure end to end resolution.
• Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
• Strict adherence and compliance with processes & policies and local authority requirements and deadlines.
• Make SeaLead easy to do business with through
  • Timely Delivery of Documents
  • Timely Customs clearance and delivery
  • Pro-Active Notification
  • Exception Management
  • Efficient claim handling
  • Ensuring data integrity of systems

Dispute coordination, follow up on and closure

• Define and categorize disputes and complaints
• End to end follow up on disputes: receive disputes, investigate, coordinate with all stakeholders for fast resolution.
• Perform and report root cause analysis on disputes: identify root causes and record them, check for repetitive trends and report to management.
• Take the lead to organize weekly dispute management meeting with all stakeholders to keep track on resolution.
• Timely escalation of complex complaints keep log/input complaints and advice customers on progress and resolution.

Leadership

• Train, develop and mentor team-members
• Develop and maintain a customer service mindset in the team
• Establish and monitor clear objectives for the team
• Willingness to provide support and coaching for team members and share knowledge
• Develop a robust succession plan and ensure people development and growth
• Lead the team to achieve best-in-class Customer Service.
• Responsible for employee engagement within the team.

Key Interactions (Internal | External)

External: JV partners | Customers and Clients | Agents

Internal: Trade Management | Commercial assistant | Sales executive| Operations/Liner Management| HR & Admin |Finance

Background And Experience

• Bachelor’s Degree or qualified professional
• Minimum 5 years’ experience in the container shipping industry.
• Import and Export Shipping Documentation, Customer Service experience is a must.
• Minimum 2 years’ experience in leading a team.
• MS Office Applications and ability to prepare reports.
• Basic knowledge of geography and port operations.

Competencies And Skills

• Manage and measure work performance.
• Excellent communication, writing, interpersonal, presentation and leadership skills.
• Customer Orientated.
• Ability to draw conclusions and make recommendations based upon data analysis.
• Ability to multi-task and deal with and manage multiple stakeholders.
• Work well under pressure in a fast-paced and professional environment.
• Strong Analytical Skills.