VAS & Intermodal Specialist JO/Iraq
Maersk -
Cairo, EgyptPosted 5 years ago26People have clicked1 open position
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Job Description
- First point of contact for issues arising form physical inland transportation
- Must have transportation and customs clearance experience
- Proactive notification to customer for changes in transport plan or ETA deviations with viable alternative solution within stipulated timeframe
- Evaluate cases/issues and capture voice of the customer to make sure instant resolution takes place
- Team promptly attend phone calls (if applicable) received from customers/vendors and address concerns
- Actively engages with Customer Service and Intermodal vendors for workable solutions and timely resolution of issues
- Ensure alternatives provided are aligned with rules and regulation including local policies
- Be wary of the customers' businesses, so that proposed solutions are compatible with customers requirement
- Be cognizant of segmented customer requirements and propose solutions accordingly
- Build good relationship with the customers and confidence in our Intermodal product
- Capture and be Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience
- Identify recurring issues in Intermodal delivery performance and initiate steps to address root cause
- Identify process gaps, contribute to improvement opportunities and be actively involved in working on agreed improvement actions
- Keep cost of non-conformance to the minimum by providing alternate solution and converting demanding situation into pleasant experience for customers
- Ensure all relevant costs are timely updated in Intermodal systems and ensure charges are passed on to customer
- Check for additional business opportunities on satisfactory resolution of issues
- Handle system updates and customer requests in accordance with defined processes
- Share best practices and knowledge within the team
Job Requirements
- Fluency in English & Arabic
- Must have experience in transportation and customs clearance
- Shipping/logistics knowledge
- Strong system knowledge (MS Office)
- Stakeholder management
- Ability to work in a team
- Sense of urgency
- Proactive mindset
- Account owner ship