Customer Service Team Lead at Damco Nigeria

Damco is one of the world’s leading third party logistics providers specialising in customised freight forwarding and supply chain solutions. The company has 11,000+ employees in more than 300 offices around the world and a global presence in about 100 countries. In 2013, Damco had a net turnover of USD 3.2 billion, managed 2.8 million TEU of ocean freight and supply chain management volumes and air freighted more than 225,000 tonnes. Damco is part of the Maersk Group.

We are recruiting to fill the position of:

Job Title: Customer Service Team Lead

Ref.: DC-078952
Location: Lagos

Key Responsibilities
Purpose/Summary:

• Ensure service delivery in line with customer expectations for import/Export customers
• Manage relationship with current & new customers
• Manage relationship with current customs and other government agencies.
• Coordinate handling of files between Customer service and Operation units.

Primary Responsibilities:

• Ensure Damco delivers the product sold to customers.
• Manage job costing for operation as per approved template.
• Coordinate handling of file between departments and ensure file is handled in a timely manner.
• Send daily status update on current files.
• Manage written correspondence between OPS department and Customer service.
• Keep Customers updated on cargo status before and after arrival of vessel.
• Confirm and verify declarations then advise clients of expected duty amount and HS code(s) used.
• Supervise clerks who raise Invoice for shipping/terminal and other charges which must be prepaid.
• Receive duty receipt from clients and handover to responsible operations clerk.
• Follow up on entries with operations clerks and advice customer on status.
• Advice customers on queries encountered during verification/examination and discuss/agree on a workable solution.
• Proffer ideas and solutions to all queries from government agencies.
• Escalate all major issues that cannot be resolved by self to customer service manager.
• Ensure files are concluded timely and cross-checked for all necessary documents with attachments and ensure handover to documentation team for invoicing.
• Follow up with trucking team for delivery of containers for revalidation etc.
• Update fields in TrakIT that are assigned to function in a timely and correct manner.
• Ensure CS Manager is in the know of all major communication with customer service teams.
• Coordinate performance review meetings with clients on monthly basis

Secondary Responsibilities:

• Maintain and enhance close working relationships with all other internal customers and government authorities.
• Ensure operational excellence and coordination
• Ensure pro-active communication internally and externally.
• Ensure all issues affecting Damco are addressed within Organization as deemed required.
• Ensure Data Quality of TrakIT updates.
• Proactively suggest best possible ways of working and resolve issues/queries.
• Avoid major risks to the company

Position Qualifications

• A degree in business management, social sciences or equivalent is desirable.
• Proficient in English as well as relevant local languages (verbal and written).
• Minimum 3 years of experience in logistics industry and customer service operations department for a fast-paced service company.
• Good knowledge in customs documentation and requirements.
• Excellent communicator, persuasive and enjoy solving problems.
• Ability to work in a team.

Technical Skills:

• Basic proficiency in MS office

Application Closing Date
15th July, 2015.

How to Apply
Interested and qualified candidates should:
Click here to apply online