Back Office/Customer Care
DP World Hiring for Customer Service Job at India 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