Customer Care Account Manager

Role Overview

• Implement standard operational QBR (Quarterly Business Review) and MBR (Monthly Business Review) with customers (following the Group standards)
• Provide market advisory and organize crisis meetings with Management and impacted stakeholders
• Communicate major market issues to customers’ operational network, and provide customer training on shipping specificities and group processes etc.
• Ensure customers are fully engaged in Voice of Customer initiatives with local partners (in collaboration with Local Premium Desk officers)
• Propose Value Added Services (VAS) and answer specific customers’ requirements (Specific KPI, dedicated SOP/Working procedure)
• Escalate recurring issues to Strategic Accounts Head of Customer Care Account Manager (CCAM), and escalate severe service issues to higher levels of management when required
• Provide regular reporting on the assigned portfolio to the head of CCAM
• Conduct regular meetings with customers to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
• Support tender coordination from an operational perspective to ensure feasibility of customer offers, and work closely with the Global Key Account Manager throughout the contract lifecycle
• Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices
• Organize tender implementation, Customer onboarding, and take the lead on meeting between local agent and customer
• Communicate tender SOP within the network and publish on SharePoint and ensure updated version is published
• Provide Customer care escalation matrix and ensure updated version is available throughout the contract lifecycle
• Be responsible for any other assignments requested by Company Management or ARO/HO Management

Requirements

• Diploma/Degree Holder with strong knowledge of the shipping Industry
• Minimum 5 years of relevant experience, including 3 years of experience as an Account Manager or Senior Customer Service Officer, preferred
• Commitment in delivering the best customer experience
• Strong customer-facing skills with the ability to build and nurture relationships
• Proficiency in MS Office with strong analytical & reporting skills
• Effective communication skills, with the ability to articulate various business scenarios with customers, senior business leaders & middle management.

Benefits

• No mention of benefits provided in the job description.