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  • Posted: Feb 22, 2021
    Deadline: Not specified
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  • Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships - we also propel the growth ambitions of businesses and individuals all over...
    Read more about this company

     

    Customer Experience Agent – Single Carrier

    Job Details

    At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:

    1. Results orientation
    2. Improved commercial and leadership capabilities
    3. Interaction within broader Area for best practice sharing
    4. Creating network within the global organization
    5. Understand market and customer drivers
    6. Improve understanding of how best to generate profit for Maersk

    Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk’s leadership position and contributing to the continuous success of the Maersk Kenya organization.

    Key responsibilities

    • To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams
    • Full understanding of customers needs, requirements, and business drivers
    • Handle incoming customer queries, issues, exception management.
    • On-board new clients and deliver a second-to-none experience to them for increased share of their business.
    • Be fully responsible for customer satisfaction and experience on interaction with customers
    • Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts.
    • Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
    • Ensure all products and services are sold to the customer to maximise Safmarine profitability.
    • Build strong relationships with all stakeholders including sales, Scope team etc
    • Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Scope team.
    • Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentation
    • Actively promote the use of digital channels and promoting the Safmarine Brand in daily interactions through various channels and agreed media.
    • Be present and visible with customers mainly through phone calls, and occasional visits where needed.

    We are looking for

    • Minimum of bachelor’s degree in relevant discipline.
    • 3+ years of solid logistics work experience with proven track record across operations & executions
    • Possess knowledge of both Exports & Imports (customs) processes
    • Experience in logistics or freight forwarding operations
    • Experience of working with wide variety of complex operational challenges and ability to solve problems and take decisions
    • Ability to interface with senior leadership stakeholders within & outside the organization
    • Strong collaboration and interpersonal skills
    • Alignment with our values
    • An international mind-set and inclusive behaviour
    • An excellent command of spoken and written English.

    go to method of application »

    Documentation & Declaration Team Lead

    Job Details

    At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:

    • Results orientation
    • Improved commercial and leadership capabilities
    • Interaction within broader Area for best practice sharing
    • Creating network within the global organization
    • Understand market and customer drivers
    • Improve understanding of how best to generate profit for Maersk

    Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk’s leadership position and contributing to the continuous success of the Maersk Kenya organization.

    Key responsibilities

    • Monitoring the daily operations for the team ensuring they are running according to set Key Performance Indicators.
    • In charge of continuous performance review for the team, skill and competence development through set up couching and mentorship programs.
    • Work closely with customer experience and field operations teams to plan and organize the team day to day activities.
    • Liaise with importers in case of any problems with tariffs used or wrong specifications of documents and ensure that everything is formally recorded.
    • Satisfactorily interpret of Tariff Codes to Customs, Client and Internal Colleagues.
    • Data Quality-Ensure accurate declaration to avert customs and other statutory bodies penalties.
    • Provide relevant input during tariff disputes during cargo clearance process.
    • Constantly keep abreast with changes in customs rules and regulations and cascade them internally.
    • Troubleshoot and resolve operational issues and escalations.
    • Ensure adherence to SOP, create and modify as appropriate.
    • Identify the areas of improvement & implementation of process improvement initiative.
    • Responsible for new team member induction.

    We are looking for

    • 3+ years of Customs clearance, Declaration and Customs documentation (clearing and forwarding ).
    • Degree in Logistics and Supply Chain Management or Business
    • Diploma in Clearing & Forwarding
    • East Africa Freight Forwarding Practicing Certificate (EAFFPC) will be an added advantage
    • Knowledge of Single Customs Territory
    • Leadership Experience
    • Experience in dealing with Port Authorities
    • Negotiation Skills

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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