Customer Service Manager

Company: Performance Team
Location: South Gate
Posted on: May 14, 2022

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