Director - Customer Service - Transportation & Rail/Shipping Line

Industry : Transport and Rail

Job Type : Permanent

Job Description : A chance to lead the customer service division of a leading shipping line

Client Details :

One of the top 5 shipping lines in the world - while structures in most companies and way of working is very transactional, this company has an is open door policy and fun environment. Customer service team size of approximately 115+

Description :

- Ensure that managers and staff are maintaining department standards, measures and key performance indicators (KPIs) for customer service, striving for consistent improvement.

- Coach and develop individual department managers and staff. Have regular performance reviews in line with company's policy and Area Management requirement.

- Resolution of high level concerns.

- Ascertain that the workload is balanced amongst the various disciplines within each department.

- Assist managers with problem solving and provide guidelines regarding departmental and personnel related issues.

- Continually strive to reduce costs and create operational efficiencies within the Customer Service processes.

- Interact with the IT and BS department to resolve any system issue as they relate to Customer Service areas.

- Assist local management in selection/hiring of staff.

- Responsible for setting targets and goals for individual department in Customer Service.

- Maintain working knowledge of services as well as all governmental rules and regulations.

- Create and maintain an open communication channel within Department, Area and Region.

- Work closely with other area Directors on process improvement and communication flow.

- Ensure that all Customer Service deadlines are met.

- Maintenance and enforcement of Customer Service and documentation/ imports manuals.

- Monitor and maintain close contact with shared services in order to ensure customer service performance level is achieved.

- Conduct regular customer survey and ensure quick follow through on the feedback received from customers for all levels

- Ability to adapt to the company's business strategy

- To identify the training needs for staff for horning their skills and to raise the efficiency levels

- Oversee Handling of Amendments are on timely basis and in compliance with Company Policy.

Profile :

Industry Knowledge :

- 9+ years industry experience in transportation industry

- Expert knowledge of Documentation/ Imports process required

- Extensive background in handling customer documentation/ imports required

- Commitment to deliver excellence in documentation/ imports

Business Systems/IT :

- Process knowledge & systems support optimization

- Ability to promptly process data and request under pressure

- Management of data quality benchmarking PPM and KPI management

Job Offer :

- A senior leadership position and a chance to oversee the Indian Sub-Continent.

- For a confidential discussion about this role please contact Sarah Zainudeen on +91 (0) 22 4236 3365.

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