Team Leader - Customer Service - FFW   Customer Service Team Lead is responsible to manage and lead the customer service team focusing on excellence in Customer Service delivery and to ensure quality service to customers while also being responsible for cross sell/up sell & customer retention.  Key Responsibilities :   - Formulates and executes a local customer service strategy in order to deliver on the targets and priorities  - Takes an active part in developing the local commercial strategy.  - Maintains a dynamic and scalable customer service organization where resources are managed effectively and efficiently.  - Cultivates customer relationships and listens to the voice of the customers.  - Drives continuous improvements, monitors performance against established KPIs and targets and takes corrective action as required.  - Ensure timely quotation is sent to the Customer ; Ensure booking is confirmed & sent timely  - Support the Customer Service Associates & Program managers with Representatives in the execution of the service delivery  - Monitor timely issue/query resolution from the Ops team  - Monitor timely response to customer enquiries.  - Monitor data integrity of systems.  - Responsible for cross sell/up sell, customer retention.   - Follow up on the Outstanding  - Monitor, record and report the performance of Customer Service associate with suitable recommendations on :  - Service delivery wins  - Service failures   - Personnel Management   - Establish and monitor clear objectives  - Succession / people development plan  - Responsible for employee engagement   - Lead the team to achieve the teams objectives  - Key Performance Indicator  - Quotation Response time  - Booking Confirmation   - Daily Customer update & timely issue resolution  - NPS  - Customer Retention percentage  - Feedback / Escalation from Customer  Education:  Bachelors/PG or equivalent degree in business or related field  Experience:  - 8 years of industry experience with Logistics industry in a similar role  - Commercial astute with excellent business acumen  - Drive for Results Drives for results and success, conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.   Language:  - The position requires excellent written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment.   Others:  - Strong people management skills  - Excellent communication and interpersonal skills  - Customer/Solutions/Commercial focused  - Organizational and time management  - Skills - multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high level goals.  - Good Influencing, Conflict Resolution and Negotiation skills  - Team player Works together with others in the business unit to achieve results, fosters teamwork  - Understanding of Products & Services offered by Damco  - Strong understanding of commercial practices and Bill of Lading handling  - Demonstrated leadership and team management skills  - Strong understanding of transportation Industry  We offer  - Acquire indepth knowledge of the Logistics business  - Resource Management  - Performance Assessment  - Conflict Resolution and Negotiation  - We are looking for candidates with Only Front End Team Leading Customer Service Experience

Mumbai

Damco - Team Leader - Customer Service - FFW  

Damco - Team Leader - Customer Service - FFW   ,Job Description for Damco - Team Leader - Customer Service - FFW   in Damco in  Mumbai for (3-8) years of experience. Apply Now!

Job Description for Damco - Team Leader - Customer Service - FFW   in Damco in  Mumbai for (3-8) years of experience. Apply Now!