Job Description

Leading the team of Customer Service agents at Maersk Logistics Park (MLP). Ensuring seamless and effective customer service processes in accordance with customer s SOPs and SLA.
Maintaining a positive relationship with customer(s) by close interaction and fast reaction to any issues related to customer(s) operations. Stakeholder for the customer towards operations,
internal and external service providers such as customs, distribution, others. Effective people management and asset management will deliver seamless quality and customer satisfaction. The
supervisor is responsible for development and implementation of new procedures and processes to improve ongoing tasks and processes.
Responsible for:
Customers
Be the voice of the customer on site ensuring
issues and concerns are spotted in time to fix.
Be the first point of escalation for internal and
external customers
Ensure seamless and effective customer service
processes in accordance with customer s SOPs
and SLA
Translate contractual obligations into
operational tasks
Work with relevant teams on new customer
implementation
People
Determine roles & responsibilities of the team
within his/her scope to achieve business
objectives
Responsible for mentoring, coaching,
performance review feedback, conducting
disciplinary actions, and interviewing new
employees
Develop talent and encourage leadership
growth amongst employees
Drive engagement of the team
Ensure the team is aware of and comply with
company, government, and customer policies,
procedures, and regulations by engaging the
right functions to deliver trainings as needed.
Operational Excellence
Interface with Operations to ensure operational
readiness for all incoming and outgoing
transactions.
Update and monitor the systems for all account
activities to ensure accuracy, completeness and
condition/status of shipments.
Leverage continuous improvement methods to
enhance process accuracy
Product
Communicate with Management about ideas and
solutions for continuous improvement
Communicate with Management about any
concerns and/or issues related to customer queries
that may the service quality and execution.
Communicate with Management about any concerns
and/or issues related to customer queries that may
the service quality and execution.
HSSE
Communicate to and train employees in HSSE
processes and how to carry out their role safely
ensuring training records are in place.
Critical Competencies:
Analytical, problem solving, and
organizational skills.
Demonstrated experience working with
customers to improve business operations
and results.
A leader who can build a strong team.
People and talent development experience
Work experience as a Customer Service
team leader or supervisor in warehousing
industry or a similar
Proficient with MS Office programs and
strong overall system skills (YMS, TMS,
WMS).
Able to work with multiple customers, while
maintaining attention to details.
Strong verbal and written communication
skills
Fluent in Arabic and English languages