Customer Solutions Manager - Shipping Business

One of our leading multinational shipping company is looking for a Candidate for the Position of Customer Solutions Manager with good experience.

Position Description:

- Deliver the highest levels of quality, be customer-oriented and create value for customers.

- Develops an in-depth understanding of HL CS & Sales Blueprint structure, Export & Import processes, Invoicing, EDI and Reporting requirements. Possesses good knowledge of HL online products, value-added services & premium services that may be offered for additional price/volume commitment.

Function and duties:

- Be accessible to Customers at all times. Act as local Point of Contact to address and assist on urgent requests such as Form 13, empty offloading, Seal issuance, etc.

- Participate in Customer Facing (F2F) meetings - either joint visits with sales or individuals to ensure our customers feel connected with Customer Service - especially with critical NVOs & GNPs.

- Handle escalations for all tasks related to Customer Service.

- Anticipate customer's inconvenience based on their feedback with regards to existing/newly launched processes and offer/solution recommendations to align basis market standards.

- To improve customer interaction instead of customers' understanding of the HL process especially those who were identified as detractors/neutral during the previous two CES and the ones who are contributing to a high number of Case counts.

- Participate in cross-functional Area meetings, discussing solutions for daily problems highlighted by customers involving other teams.

- Identify new customer requirements and present them to management for acceptance.

- Act in the onboarding process for new customers, explaining Sales and Customer Service setup, Quality Promises, e-business tools/OBL printing (together with Digital Manager)

- Act as an extended arm of the QSC in executing Projects and working as liaisons between the QSC and customers, especially in scenarios where customer education is required.

- Support Sales teams on Quality Promises and customer commitments.

- Performs root-cause analysis of repetitive problems/deviations.

- Proactively analyze case and phone statistics to identify opportunities for improvement, both from the customer / HL side.

- Engage as the focal point for QSC to expedite the execution of tasks where local action is required for Vendor handled (external) Counters.

- Engage in regular customer visits to ensure our customers feel connected with CS - physical/face-to-face meetings help especially with critical NVOs along with GAMs when there is a presence in the main metro locations/zones.

- Internal and external point of entry for customs matters, across all area departments

- Duly communicates local customs developments to responsible parties

- Evaluates the impact of local customs requirements to ensure compliance

- Participate and support Global/Regional Projects related to customer service.

- Assist in the rollout and drive the usage of new and existing product offerings by HL

- Support and mentor counter team for managing the following tasks related to payment postings, container releases, local document stamping, OBL issuance and acceptance, and BL amendments in urgent cases.

Qualifications:

- University degree or equivalent

- Minimum 9 to 10 years experience in a commercial role, preferably in the Shipping Liner or Freight Forwarding industry.

Technical Knowledge:

- Excellent communication skills

- Comprehensive knowledge of FIS and other HL systems

- Working knowledge of MS Applications

- Result-driven team player with a proactive attitude

- Ability to work under pressure

- Goal and deadline-driven

- Good time management skills

Job Specification:

- Understand customer business objectives and goals to create actionable roadmaps and plans

- Solution-oriented

- Pre-emptive, organized, and optimistic

- Ability to work in a high-pressure environment.

- A very good listener

Perks and benefits: Annual bonus & increment based on performance, Group medical (self, spouse, children & parents), Group life (self) & personal accidental (self) insurance coverage.