Customer Solutions Supervisor - Shipping Business

MNC Shipping Company

Location: Gandhidham, Gujarat.

Position Description:

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

Function and duties:

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

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

- Handle escalations for all tasks related to Customer Service

- Anticipate customers inconvenience based on their feedback with regards to existing/newly launched process and offer/solution recommendation to align basis market standards.

- To improve customer interaction in lieu of customers understanding of HL process especially those who were identified as detractor/neutral during previous two CES and the ones who are contributing in 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 to management for acceptance

- Act in the on boarding 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 arms 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 of improvement, both from customer / HL side

- Engage as focal points for QSC to expedite execution of tasks where local action 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 specially with critical NVOs along with GAMs when there is 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 impact of local customs requirements to ensure compliance

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

Qualifications and Technical Job Requirements:

- University degree or equivalent

- Industry knowledge and experience.

- Customer Success Representative, Articulate

- Very good command of written and spoken English

- Working knowledge of MS Office

- Able to work well with others and follow guidelines

- Positive attitude

- Receptive and be able to grasp new ideas and motivate oneself for personal development

Criteria for Position:

- Understand customer business objectives and goals in order 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.