SCM Customer Service Manager

Purpose of Role:

As a Customer Service Manager at Maersk, your primary mission is to ensure the delivery of our company's value proposition to our three key customer segments: Premier, Premier Plus, and Solutions. You will lead the customer-facing teams within the Customer Service Operations (CSO) and champion continuous improvement, training, and development initiatives that enhance service quality. Your leadership will support our strategic goal of differentiating ourselves from the competition through exceptional customer service.

We offer

At Maersk, we celebrate the diversity of our talent and are committed to recruiting the best person for the job. We value diversity in all its forms-gender, age, nationality, race, sexual orientation, disability, and religious beliefs. Our diverse workforce is a source of strength, driving us to build high-performing teams that reflect our global community.

Key responsibilities

In this role, you will be accountable for:

1. Leading and Managing Customer Service Teams:

• Focus on key Customer Service Drivers:

• Timely Delivery of Documents

• Proactive Notifications

• Exception Management

• Efficient Claim Handling

• Ensure alignment with agreed client SLAs.

• Continuously improve service output for existing accounts.

• Maintain a tight control on the 'cost to serve' for each account based on internal resources versus customer requirements.

2.Driving Contract Understanding:

• Ensure clarity on contracts, terms, and charge structures.

• Leverage every opportunity to upsell and maximize value from all services provided.

3.Implementing New Customers:

• Facilitate the onboarding of new customers into the CSO.

• Establish and manage proper SOPs/IOPs during the transition phase.

4.Ensuring Adherence to Service Standards:

• Confirm and send bookings.

• Resolve issues and queries from the Operations team.

• Respond promptly to customer inquiries.

5.Monitoring Data Integrity:

• Oversee the accuracy and reliability of system data.

6.Driving Customer Retention:

• Responsible for cross-selling, upselling, and ensuring customer loyalty.

7.Following Up on Outstanding Payments:

• Ensure timely follow-up on payments due.

8.Performance Monitoring and Reporting:

• Record and report on the performance of Customer Service teams, providing actionable recommendations for service delivery improvements.

9.Strengthening Customer Relationships:

• Collaborate with Key Account Managers (KAMs) and the Commercial team to enhance customer relationships.

We are looking for:

• Experience: Minimum 4 years in a Supply Chain/Logistics role, ideally within the industry or an emerging market.

• Proven Leadership: Demonstrated success as a Customer Service Leader managing a team of over 10 members or in an Operations office. Experience as a Customer Service Manager is highly desirable.

• Relationship Builder: Strong ability to foster and maintain client relationships.

• Commercial Acumen: Comfortable with physical customer visits for escalations, quarterly business reviews (QBRs), or ad-hoc business implementations.

• Skills:

• Excellent communication skills with a confident demeanor.

• Proven ability to effectively manage and engage with stakeholders at all levels.

• High level of customer orientation and interaction skills.

• Passion for driving solutions and achieving closures.

• Strong planning abilities and capability to work under pressure to meet deadlines.

Join us at Maersk, where your leadership and commitment to excellence will help shape the future of our customer service delivery!

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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