Head of Customer Service Office | Damco- Nairobi, Kenya

Job Details:
Key Responsibilities
• Service delivery, operations, implementation, program management, Operational Excellence and Continuous Improvement including KPI monitoring & excellence (VMI)
• Overall responsibility for new process design and changes to existing process designs
• Ensure high customer satisfaction levels and customer retention
• Drive projects for the Country/ Damco Region.
• VAS Penetration
• Client Implementation
• Reduce cost to serve per file of operations at the CSO with increasing scale/increase productivity
• Implementation of Industry benchmark methodology for attaining excellence in service delivery and operations
• Ensure Organization is designed optimally, ensuring sufficient Org Depth and Succession Planning & talent development
• Drive implementation of new business to CSO
• Keep all the CO’s updated on the service provided / and issues faced to their customers
• Drive understanding of contracts, terms and conditions and charge structures to ensure Damco a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided c) legally compliant
• Ensure process adherence
Who we are looking for
• 10-15 years in Supply Chain / Logistics role.
• Proven Track record of Managing Customer Service / Operations office. Ability to build and/or promote relations with clients
• Lean / Sigma, Process knowledge is a pre-requisite & experience of having worked in Customer Service / Operations office is beneficial.
• Familiarity with the following is preferred:
Customer segmentation as per Damco strategy
Damco internal policies & processes: e.g. Product Management / Procurement / Trade Lane Management, Pricing / Quotation / Booking Management etc.
Customer Service Quality Standards and BPI processes
Communication Skills
• Excellent communication skills and the ability to communicate confidently
• Customer-facing and interaction skills with high-level of customer orientation
Drive for Results
• Passion to drive closures
• Good planning skills and the ability to work under pressure to deadline
People Development
• Strong people management skills – ability to attract and retain talent in the organization
• Ability to develop a robust succession plan and ensure people growth
>Last application date: 13 November 2015...
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