CUSTOMER SERVICE REPRESENTATIVE

RESPONSIBILITIES:

- Ensure that customers feel valued, listened to, and they have confidence in our ability to represent their interests.

- Be a role model for representing the voice of the customer throughout the organisation whilst protecting Maersk Line’s interests.

- Be proactive in decision making and provide clear answers to customers across all interactions.

- Follow up and demonstrate a proactive approach to problem solving and a responsiveness which demonstrates a commitment to getting to the root of the problem.

- Clarify the expectations and needs of customers and use these interactions as an opportunity to get feedback on our processes as compared with the other shipping lines they interact with.

- Actively work together with other functions to ensure the easiest and most pleasurable experience possible to our customers.

- Promptly keep customers informed about changes which will have an impact on them and answer any questions they may have in relation to these changes.

- Seek feedback on performance in order to learn from past experiences working together as a team to ensure all members reach their full potential.

- Take responsibility for understanding the wider business goals and seek to understand own role in achieving of them.

- Check that all bookings are confirmed before Load list Cut-off.

- Check all containers confirmed are gated-in the Terminal before vessel operations.

- Check that all containers are custom cleared before loading.

- Check all Shipping Instructions have been received before departure.

- Check for import restrictions

- Manage vessel loading results and re-plan short shipments, informing the customers.

- Ensure all Transport Documents are issued at least 48h before vessel arrives to first discharge port.

- Ensure that customers feel valued, listened to, and they have confidence in our ability to represent their best interests regardless of the circumstance.

- Be a role model for representing the voice of the customer throughout the organisation whilst protecting Maersk Line’s interests.

- Be proactive in decision making and provide clear answers to customers across all interactions.

- Follow up and demonstrate a proactive approach to problem solving and a responsiveness which demonstrates a commitment to getting to the root of the problem.

- Clarify the expectations and needs of customers and use these interactions as an opportunity to get feedback on our processes as compared with the other shipping lines they interact with.

- Actively work together with other functions to ensure the easiest and most pleasurable experience possible to our customers.

- Promptly keep customers informed about changes which will have an impact on them and answer any questions they may have in relation to these changes.

- Seek feedback on performance in order to learn from past experiences working together as a team to ensure all members reach their full potential.

- Take responsibility for understanding the wider business goals and seek to understand own role in achieving of them.


EDUCATION, EXPERIENCE AND SKILL REQUIREMENTS

Passion for customers, ability to provide an EXCELLENT customer experience. Initiative, action oriented, sense of urgency.

THE SALARY IS NEGOTIABLE DURING THE INTERVIEW, DEPENDING ON THE CANDIDATE SKILLS AND EXPERIENCE.