Jobs | Ocean Customer Service Manager - Houston - USA

Job Overview

Your role

As part of the country level leadership team this role is primarily accountable for providing CS input to key country business decisions and programs as well as leading and developing the entire CS organization based on the strategic and tactical guidance from the Country Head(s) of OCEAN. This individual will act as a coach and role model for CS Team Leaders and Managers.

What are you going to do?

Primary responsibilities include the implementation and deployment of global/regional CS strategy/programs designed to deliver superior service and customer satisfaction. Manage the daily flow of communication within CView to assure timely response to all client communication and workload management across the broader customer service organization. Constantly drives achievement of global CS KPIs and manages and improves CS performance. Is final escalation point for all CS-related matters in the country before escalation to Country Head of Ocean. P&L responsibility as the role will be expected to actively manages costs/budget and headcount of the CS function

Key Accountabilities

Lead the United States Customer Service Units – Manages and drives performance of CS Team Leaders and Specialists / Leads, motivates, and supervises allocated Team Leaders and Specialists
Responsibility for United States Customer Service Units but will liaise with other functions to ensure smooth customer related operational process flow
Daily coordination and management of customer service performance by leveraging CVIEW to assure timely response to all customer communication and workflow management across the broader customer service organization
Supports Head of Ocean Operations by executing country CS programs and performing required analyses
Implements country CS program as provided by the Country Head / Senior leadership team – including the ongoing evolution of the Ocean Process design, implementation and compliance metrics
Participates in reviews with Head of OCEAN , other Managers and Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality – Drives achievement of CS KPIs down to team level – Acts as coach for CS Team Leaders and Specialists (role model)
BD Support / Commercial acumen – Is sensitive to emerging customer and market requirements and cascades intelligence accordingly as well as creating related action & tasks
Customer experience – Develops sustainable relationship with key customers
Identifies training needs and opportunities to develop a highly skilled CS team
Acts as escalation point for customers and other parties
Work collaboratively with BPE, customer service, regional operations, Digital and IT corporate administration to ensure efficient operations
Develop continuous improvement methodology in key areas of service profit and growth
Assure customer satisfaction by measuring feedback in the CVIEW platform and establishing customer root cause analysis for low ratings
Member of the United States Implementation Management Team (as required)
Participate in branch operations meetings (as required)
Champion e-solutions within the Ocean business line
Provide the Ocean customer service teams with daily guidance, leadership and overall support on any issues relating to operations, communication, revenue enhancement, human resources, procedures standardization, systems applications, and process execution – Assists in managing the allocation of appropriate resources and talent retention procedures standardization, systems applications, and process execution
Ensures that all customer enquiries are responded promptly and professionally
Monitors subcontractor’s/supplier’s performance and suggests improvement steps
Work directly with the Country Head of Ocean to establish national and local goals within the parameters of the country operational business plan.
Support Sales/Customer Service and Product Development as required with customer interaction
Develop customer relationships and ensure that customer service and operational levels within the country operations are maintained
Manage United States SLA’s and Global/Country operational KPI’s
Responsibility for management through direct reports of the United States operational and customer service personnel excluding Ocean gateways.
Plan and implement appropriate resources nationally (staffing, training, equipment, and systems) to ensure contractual compliance and delivery of quality services that meet and exceed the customer’s expectations.
Oversee and manage the professional development and productivity of direct reports to ensure proper goals, training, professional development and project requirements are met
Responsibility for management through direct reports of the United States operational and customer service personnel excluding Ocean gateways.
Plan and implement appropriate resources nationally (staffing, training, equipment, and systems) to ensure contractual compliance and delivery of quality services that meet and exceed the customer’s expectations.
Oversee and manage the professional development and productivity of direct reports to ensure proper goals, training, professional development and project requirements are met
Shared financial responsibility for the day-to-day management of the United States PNL (Priorities around customer facing revenue recognition & cash collection (Aged debit etc)).
Oversee, lead, direct and manage the fiscal and overall customer service-related tasks within country to ensure that growth and profitability goals and objectives are met
Business Line Lead for internal Customer Service projects and Operational excellence
Keep abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking, and participation in professional organizations
To abide to the Compliance Policies and Procedures of the Company
Take reasonable care of your own and other peoples Health and Safety in the workplace
Report hazards in your work environment that may be putting you or anyone’s Health & Safety at risk
Ensure compliance with company policies and procedures, ISO standards and all applicable regulatory laws and guidelines.
In addition to this you are required to carry out any other duties as reasonably required by your manager

What are we looking for?

Knowledge, Experience & Skills

The knowledge, experience and skills required to undertake the level at a fully competent level:

A collaborative, innovative and commercially driven individual with strong stakeholder engagement skills, with demonstrable operational delivery experience already working at a similar level to this role, who can really develop, shape and drive our Commercial offering.
You will have both demonstrable commercial (commercial gateway and pricing environment is essential) and operational experience within Ocean freight coupled with strong overseas Ocean Freight market knowledge.