Service Delivery Supervisor

3 days ago

Paranaque City, Calabarzon, Philippines CMA CGM Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

THE ROLE:

Service Delivery Supervisor is instrumental in ensuring that Service Delivery tasks (Booking, Documentation, Counter, Invoicing & Disputes, cargo readiness and Idle full) are completed efficiently to meet customer requirements and adhere strictly to Group processes and local legal requirements.

RESPONSIBILITIES:

As a Service Delivery Manager/Supervisor, your commitments are:

  • Deliver excellent incident (case) management as per Service Level commitment
  • Managing the team day to day to meet KPIs
  • Conduct regular Reviews with internals departments (GBS, Sales, Lines, Finance,…) to deliver any improvement or address any risk
  • Engage with internal departments (GBS, Sales, Lines, Finance,…) for better resolution time & process
  • Effective management and escalation of unresolved customer technical problems
  • Motivate and develop your team to provide the best service

KEY PERFORMANCE INDICATORS:

  • Customer Satisfaction (NPS & TPS survey results) for service deliverables
  • Transactional Case Resolution TAT
  • Booking TAT
  • Draft BL TAT
  • Dispute Resolution TAT

QUALIFICATIONS AND PROFILE:

  • Strong knowledge in Shipping Industry (minimum 5 years of experience)
  • 5+ years in a Service Delivery team
  • 2-4 years of manager and supervisory expereince
  • Management Skills
  • Commitment in delivering the best Customer Experience
  • Must be able to prioritize work effectively and manage time efficiently
  • Great communication skills
  • Analytical & Reporting aptitude (Data, Qliksense)

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