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About the job
Team Leader ( Shipping ) - Outbound customer service
Assist department Manager with the day to day running of the customer service team ensuring the jobs tasks are undertaken to the company standards and ensure an equal workload distribution within the team
Monitor and work closely with CSC Tallinn to optimize turnaround time for booking and ensure new guild lines/Requirements are communicated to the Tallinn team
Ensure staff are aware of errors and corrective action are taken
Ensure that any identified errors of the CSC team are bought to the attention of the department manager
Ensure that staff adopt a positive pro-active stance to quality service
Assist department manager with the recording of any non-conformance costs and Investigate JCTs received form the Tallinn team 3 and ensure correct recording.
Ensure all additional UK charges (wasted journey/demurrage/detention/frustrated exports) charges are communicated in writing and added to the additional charge sheet
Manage the frustrated export and log same accordingly
Delegate vessel clean up, roll and miscon messages and ensure that all customs charges are manifested accordingly, that CSPS follow the process in place and that all shipment rolls are completed by the set time for each service and these are communicated to the relevant internal and external parties
Ensure that inquiries from overseas office, customers and other UK departments are handled within one working day or an acknowledgment is send advising when it is anticipated the query will be answered.
Identify process improvement opportunities, make suggestion and follow through with Management for the implementation and documentation of same.
Assist to identify training needs for team Members and make recommendations to department manager for same to be implemented
Ensure CSRs are aware of exceptions on routings and country specific requirements
Ensure CSRs are following correct process for diversions, frustrated export, DIT, setup requests, INO process, CDOF, referrals to trade, transport etc.
Assist with the implementation of the remodel and related tasks wherever required
Assist department manager to oversee all service recovery operations. Identify the root-cause of any such failures and disseminate any pertinent advice/ Information to minimize the risk of future failures.
Assist department Manager to maintain the teams KPL reporting and recommend changes where appropriate, ensuring all accountabilities are met
Good shipping and transport Knowledge
Ability to Manage a team
Microsoft Office Knowledge.
Strong customer focused
People Management skills
Effective communication both Written and Verbal
Excellent Planning and Organizational Skills
Good Problem and decision making skills