Job Opportunity : Customer Experience - International Development Cargo IDC Focal

Temps complet
A negocier
LocalisationLocalisation :douala-region-littoral-cameroun Date de publication sur minajobs EmploisDate de publication :20/05/2022   Catégorie : Temps complet Salaire : A negocier
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Customer Experience - International Development Cargo IDC Focal

Opportunity

The International Development Cargo/IDC - Aids & Relief Focal is responsible for our customer in this category. From big international organizations to NGOs operating in Cameroon and within the Hinterland corridor. This is an exciting opportunity to drive customer experience throughout the end to end export process.

 

 

 

 

Job Purpose

  • Drive customer experience from the opening of files - Prealert untill the delivery of the documentation
  • Lead end to end process of IDC files: execute, support and supervise daily operations tasks related to IDC business in all the corridors - Hinterland, Cameroon Import, Export, air freight, shipments, in accordance with agreed procedures with Aid & Relief/Damco Denmark, so as to deliver results within specified transit time.

 

Principal accountabilities/responsibilities

  • Support sales in growing our IDC business and customer retention by service delivery
  • Manage a portfolio of IDC customers and be fully accountable for their experience
  • Ensure proper Customer onboarding to ensure collaboration throughout the export process
  • Drive customer experience throughout the end-to-end process
  • Be the focal point of contact of customer from the prealert until the delivery of the file
  • Proactively advise all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms
  • Prevent and avoid any possible additional costs (storages/demurrage/detention/...) that can negatively affect the margin initially estimated
  • Take all measures to solve any issues preventing process completion, and if unsuccessful, immediately escalate to the CX manager, or in his absence the Area CX Manager
  • Monitor and ensure timely service response to any customer inquiry (within 24 hr)
  • Make sure all required KPI data is captured and that TrakIT is filled in timely
  • Coordinate with internal & external stakeholder the proper execution of operation within the KPI agreed
  • Provide regular/timely updates to clients as agreed
  • Exercise “constant care” as best policy and be committed to Maersk Cameroun SA quality concept.

 

Requirements

  • Knowledge and experience in transit, import/export & Hinterland logistics operations with at least 2/3 years working in the industry
  • Experience with International Development Cargo is a plus
  • Exposure to continuous improvement techniques
  • Discipline, sense of urgency & proactivity
  • Teamwork & stakeholder management
  • Process Excellence & leadership
  • Communication Skills
  • A very good level of English is mandatory

 

All applications must be submitted ONLINE at : https://www.maersk.com/careers/vacancies/wd/Customer-Experience---International-Development-Cargo-IDC-Focal_R15353/jt-customer-experience-international-development-cargo-idc-focal

 

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