Customer Service Manager
Company: Performance Team
Location: South Gate
Posted on: May 14, 2022
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Job Description:
Job Description Summary: Manages all aspects of customer service
and ensures that customers are retained, satisfied, and that their
needs are fulfilled. Key Responsibilities: The Customer Service
Manager is responsible for owning the transload service delivery
and dray delivery for the customer and acting as a bridge between
the core building operations team and the customer. Directly work
in collaboration and take direction (report via dotted line into)
from the WND Program Manager responsible for overall WND service
delivery & operation excellence Drive operational productivity
improvements across buildings Lead daily operations calls with
customer Roll out and assist buildings in execution of new programs
Work in close coordination with supply chain partners such as the
DCM, ports, local dray providers, steamship line to improve overall
execution of the program Identify areas of improvement and
potential upsell and work together with commercial to drive home
these opportunities jointly Ensure data quality and oversight on
reporting prepared by logistics specialists Identify and develop
synergies with the local team and assist in driving operational
improvements with more direct involvement. Responsible to ensure
billing is setup correctly for their area/facilities and tracking
of payments, invoices and liaison with payables from Home Depot
Scope of responsibility is regional where Maersk is executing the
business for the named customer(s). On exceptional cases scope
could be limited to one area only or on the other hand scope could
be expanded to cover multiple regions The CPM must collaborate and
support other members of the global account team to assure desired
performance and service level Conduct regular ---Gemba--- walks in
the main executing branches to detect existing and potential
process errors, determines corrective or preventive measures where
indicated, and follows up to ensure processes have been improved
and implemented Conduct periodic reviews with customer(s) to ensure
internal performance is reflected in customer satisfaction, lead
improvement and corrective projects and ensure the learnings are
captured and distributed in Maersk Participate in the Program
Management community workshops, initiatives Support other Program
Managers to enhance the performance for their accounts by sharing
best practices, joining review meetings and/or covering during
absence. 1. Service delivery and customer satisfaction --- 60%
Maintain and improve customer satisfaction levels (NPS) with the
operational solution design Maintain and improve internal
measurement and visibility of operational performance in alignment
with the WND program management team Ensure internal KPIs are
aligned with customer agreed KPIs and that there is one data set
globally that reflects the customer and internal performance with
regards to KPIs and other statistics (volume) Be the Account
---point-of-contact--- and ---go-to--- person for operational
escalations for the scope they are responsible for. Support the
development of IOP---s and SOP with customer Ensure all SOP/IOP(s)
are adhered to and shortfalls are corrected on priority Support the
commercial teams with enquiries and expertise into these areas
Implement and verify implementation of cost reduction projects in
the Maersk delivery and support cost reduction projects in the
customer supply chain in alignment with the commercial organization
2. Productivity--- 20% Review operational processes and validate
possibilities of productivity improvement against service delivery
level and drive improvements accordingly Ensure the account
perspective is communicated to the operational community Establish
procedures that will minimize Maersk exposure to risk associated
with compliance, trade controls and HSSE Report periodic
performance to commercial owner, WND Program Manager, GPD, Regional
Performance Manager, Facility heads, Regional Head of PM Make
expertise and knowledge available to Maersk Operations and drive
Operational Excellence through day-to-day execution and
participation in inspirational workshops regionally and locally
Represent the account(s) during additional business implementations
along with the implementation team leading the implementation
Identify productivity improvement areas within the facility
pertaining to customer operation that will lead to margin
improvement 3. Collaboration & community development --- 20% Engage
with Commercial and Operational experts on Global/Regional/Cluster
level to explore new developments servicing the changes in customer
demand Participate in area / regional Program Management meetings,
calls, and share best practices proactively Take ownership of
customer-initiated projects and ensure internal resourcing is
appropriate to execute within the agreed timeline Company
Description As a company, we promote a culture of honesty and
integrity, and value the trust it allows us to build with customers
and employees alike. Our focus on our people is what sets us apart
and keeps our customers coming back to work with us If you are
seeking to be a part of a family, this is the place for you
Performance Team and Damco Distribution, now part of the Maersk
global organization under a combined Warehousing & Distribution
division, offer third party logistics services to over 500
customers. Encompassing almost 15 million square feet of
warehousing capacity throughout the country and a large
transportation segment capturing a variety of services, we have key
supply chain hubs in the Los Angeles and New Jersey/New York areas,
and other facilities along the Western & Eastern coasts along with
multiple locations in the Midwest. Delivering significant sales and
profitability growth, we will drive the Inland Logistics and
Services business for the combined US business units for
Maersk.
Keywords: Performance Team, South Gate , Customer Service Manager, Executive , South Gate, California
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