Customer Service

1 day ago

India DP World Full time

Role and Responsibility:
- Drive effective customer service and delivery by liaising between Customer, Sales and Delivery organizations

- Work with Focus Account and Standard account Sales Managers to ensure execution of Account Plans

- Ensure all contracted requirements as per the SLAs are being executed smoothly by the operations team

- Collaborate with Account Managers for Business Reviews with customers for business continuity

- Ensure customer requests and additional logistics requirements are fulfilled consistently and timely

- Generate mining leads (opportunities) for the Focus Account and Standard Account sales managers

- Manage customer escalations and drive recovery plans for immediate resolutions

- Work with respective Account Managers to shorten Days Sales Outstanding

- Develop pro-active business retention and growth plans that enhance margins

- Track and monitor cost savings in collaboration with Operations teams

- Accountable for tracking and managing account profitability

- Identify root causes to take direct actions and/or liaise & track other functions to ensure adherence to delivery SLA’s

- Will own the control tower operations & analyze reports received from control tower for improved delivery

Typical Profile:

- 5+ years of experience in working in logistics operations
- Knowledge of principles of supply chain management
- Experience in customer support / service delivery teams in logistics services
- Well developed people management skills; ability to lead and inspire teams to accomplish objectives
- Strong analytical and problem-solving skills; both short-term/tactical and long-term/strategic

Key Competencies:

- Customer Service Management
- Cross functional team management
- Problem solvingy
- KRA:

- Delivery governance of focus accounts- Enhance customer satisfaction- Minimize customer escalations- Manage Control Tower Operations- KPIs- Number of escalations resolved- Issue resolution TaT- Leads generated through existing accounts- Account CSAT

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