Lowongan Service Delivery Deputy Manager di PT Container Maritime Activities

JOB SUMMARY

1. Assist the Customer Care Senior Manager in managing and coordinating all CC Indonesia Service Delivery activities at Share Centre and Agency level, both export and import to ensure the level of service meets customer expectations and is in compliance with Group and/or Agency interest
2. Responsible for KPI of CMA CGM Indonesia related to Service Delivery to be in positive result
3. Coordinate with Sales, Customer Care, SSCI and other departments to define the Service Delivery strategy in delivering the good service

DUTIES & RESPONSIBILITIES

1. Assist the Customer Care Senior Manager to lead and manage Service Delivery activities at Share Centre and Agency to achieve all target KPIs with positive result. Together with direct manager and Business Process & Quality Senior Manager to analyze and take actions to improve some KPI which is not in line with Group and/or Agency target
2. Ensure the implementation of Group and/or Agency processes and procedures in Service Delivery team under related scope. This includes conducting some internal audit to every team or department under Service Delivery in monthly basis.
3. Find and identify any difficulties, problems, issues and mistake in Service Delivery Team and ensure efficient and effective decision/resolution mechanism is in place after analysing root of issues as per Group and/or agency applicable procedures. Communicate the solved difficulties/problems/issues/ cases/mistake and/or escalate it with the Customer Care Senior Manager for further action plan/decision.
4. Review and analyze for possible improvement process together with Customer Care Senior Manager and other Head of Team in order to meet customers’ requirement and to comply with Group objectives
5. Coordinate with HO, ARO, BPM, Customer Care, Sales and other related departments for smooth operations/process in Service Delivery team with the Customer Care Senior Manager’s approval or acknowledgement
6. Correspond and communicate on Service Delivery performance (SSCI & Agency) with customer and principal as well, with the Customer Care Manager’s approval or acknowledgement
7. Report the Service Delivery team performance by providing and analyzing weekly, monthly and quarterly KPI to Customer Care Senior Manager and Agency Business Process and Quality Senior Manager.
8. Provide supporting document/data to Customer Care Senior Manager and assist for further follow up export import claim files based on both agreed focus arrangement. Together with the Customer Care Senior Manager manage the claim file/report.
9. Together with Customer Care Senior Manager work to support Group and/or Agency projects implementation and new tool deployment.
10. Arrange and attend regular team meeting and other meetings as per Customer Care Senior Manager or (internal/external) team requirements
11. Participate in the internal training as per group and or agency instruction/requirement.
12. Comply with Principal’s policy
13. Do any other assignments when assigned by direct superior
14. Attend industry conferences to develop industry expertise and to build network
15. Attend weekly internal management meeting

JOB SPECIFICATIONS

Minimum Level of Qualification:

1. Minimum 5 years working experience in international shipping / forwarding
2. Bachelor’s Degree preferably or qualified in customer handling

Professional Skills:

1. English Fluency in communication and correspondence
2. Knowledge of trade / destination rules
3. Awareness of worldwide economy and freight market
4. Good communication
5. Proficient in system and computer literacy

Personal Qualities:

1. Strong leadership, team leader, high integrity, honest
2. Highly motivated, result oriented individual with organization skills and ability to solve problems
3. Attained to detail and analytical mind