DAMCO is one of the world’s leading providers of freight forwarding and supply chain management services. For more than 100 years, we have been providing our customers with transportation and logistics solutions that support the way they want to do business, wherever they are in the world.
We Offer
As the CSO Manager, you will ensure delivery of Damco’s value proposition to its three customer segments: Premier, Premier Plus & Solutions, through excellent customer service & operations delivery. You will also be responsible to drive profitability through high quality customer service & continuous improvement that support Damco’s strategy of differentiation vs competition.
Key Responsibilities
The position is responsible and accountable for the following:
• Service delivery, operations, implementation, program management, Operational Excellence and Continuous Improvement including KPI monitoring & excellence (VMI)
• Overall responsibility for new process design and changes to existing process designs
• Ensure high customer satisfaction levels and customer retention
• Drive projects for the Country/ Damco Region.
• Reduce cost to serve per file of operations at the CSO with increasing scale/increase productivity
• Implementation of Industry benchmark methodology for attaining excellence in service delivery and operations
• Ensure Organization is designed optimally, ensuring sufficient Org Depth and Succession Planning & talent development
• Drive implementation of new business to CSO
• Keep all the CO’s updated on the service provided / and issues faced to their customers
• Drive understanding of contracts, terms and conditions and charge structures to ensure Damco
a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided c) legally compliant
KPIs:
• Net Promoter Score and Global Ops Index
• Productivity / Efficiency – files / FTE
• Damco Control – RICC
Who we are looking for
•10-12 years in a Supply Chain / Logistics role , ideally from within logistics industry
• Proven Track record of Managing Customer Service / Operations office. Ability to build and/or promote relations with clients
• Lean / Sigma, Process knowledge is a pre-requisite & experience of having worked in Customer Service / Operations office is beneficial.
• Excellent communication skills and the ability to communicate confidently
• Customer-facing and interaction skills with high-level of customer orientation
• Drive for Results
• Passion to drive closures
• Good planning skills and the ability to work under pressure to deadline
• People Development
• Strong people management skills – ability to attract and retain talent in the organization
• Ability to develop a robust succession plan and ensure people growth
Education
• Bachelors’ degree or equivalent in business or related field/ Supply Chain and logistics experience will be preferred
APPLY NOW
Last application date: 09 April 2017.
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