Maersk Shipping Co.

Maersk Group is a leading energy and transport Group with Maersk Line and Safmarine beings its two brands providing container transport solutions.

Maersk Shipping Co. is a consulting company engaged to provide Maersk Line and Safmarine with professional and efficient services to guide it in its strategy to expand in the Horn of Africa.

As we strive to continue offering our customers the quality service that they deserve and part of our rapid expansion of activities in the Horn of Africa, we are seeking to recruit Customer Service Supervisor in Port Sudan who is self-motivated with a go-getter attitude of excellence who aspire to develop his/her career with the one the world’s largest liner shipping companies.

Job Overview:

•          Lead, guide and shape his/her team.

•          Being fully responsible (and accountable) for the performance of the team

•          Ensure customer experience being delivered, quality of process efficiency and execution/improvement and cost (both in the local organization and in the Shared Service Centre).

•          Coaching and personal development of the individual staff members within the team.

Key Responsibilities:

•          Continuously monitor the customer experience / Voice of  Customer

•          Continuously monitor team performance against established Key Performance Indicators (KPIs) and other targets.

•          Apply Process Excellence tools/methodology where applicable

•          Ensure the role competencies and requirements within the team are maintained from both the perspectives of operational execution, back-up and contingency cover.

•          Facilitate best practice sharing from other countries and ensure close communication with other functions.

•          Drive continuous improvement mindset.

•          Actively support implementation of global initiatives/projects.

•          Drive all aspects of Commercial intelligence within the team and share knowledge to other teams.

•          Actively form part of the customer service management team across Horn of Africa cluster, sharing views, ideas and experiences on how to further improve both team and departmental performance.

•          Drive and optimize the local claims process and experience.

•         Provide support to Claims Hubs & Service Recovery in cargo claims and claims prevention related matters.

Specific Requirements for the position

• Degree in Business or related fields with 5 years of experience
• Excellent interpersonal & communication skills
• Negotiation skills
• Decision making skills
• A positive can do-will do attitude
• Fluent in spoken & written English
• Supervisory, management and leadership skills
• Coaching Skills
• Problem solving Skills
• Proactive, self-starter who can work alone & within a close knit team
• Passionate with drive to continuously develop
• Drive for Results - Willing to work towards achieving goals & KPIs of self & entire team
• Analytical skills
• Skills on Microsoft office programs (including Power point, Excel, Word etc)

Learning Opportunities in the position

·         Multi-Level Communication

·         Contract management & Negotiations

·         Strategic & Proactive business management

·         To be part of a dynamic, challenging, highly motivated & productive multi-national team