Head of Operation and Customer Service jobs vacancy at Maersk Group Nigeria 2012

The Maersk Group is listed on the Copenhagen Stock Exchange under the legal name, A.P. Moller – Maersk A/S. Shares in the company are divided into A and B shares, with only A shares conferring voting rights

Maersk is currently recruiting to fill the below position:

Job Title: Head of Operation and Customer Service

Job Ref.: DC-012898

We Offer
In this role:

  • Will take part in the design and execution of an ambitious business plan that will look at accelerated growth over the next 5 years
  • Exposure to Regional and Global Key clients
  • Enhance leadership capabilities
  • Process design and implementation

Leadership capabilities:

  • Coach the operations team ensuring that all members are motivated and trained to the required level of competences and skills
  • Set timely business related objectives to each operations employee making sure that all of them understand their responsibilities
  • Determine key development actions to enhance performance
  • Drive performance in compliance with the Performance Appraisal Process
  • Retain and develop talent.

Measures of Performance

  • Country’s budgeted CM1
  • Operational KPIs
  • Client retention – Churn rate
  • Customer Satisfaction Survey
  • Employee Engagement Survey

Key Responsibilities
General Responsibilities:

  • Lead, develop and drive effective and well-synchronised operations and customer service across our products.
  • Develop relationships with Customs Officials at each of the relevant Commands in Lagos.
  • Develop close relationships with customers, vendors and client managers.
  • In conjunction with the Country Sales Manager agree on specific development plans for products, trade lanes and customers.
  • Establish KPIs and ensure adherence to global/regional/local SOPs
  • Ensure compliance with operational procedures and systems
  • Support product development
  • Responsible for achieving Customer Satisfaction Survey targets.

Operational Tasks:

  • Responsible for delivering on the variable cost targets
  • Maintain customers informed about cargo and shipments status throughout the export/import processes ensuring that procedures are carried out timely and correctly in order to deliver the agreed services.
  • Ensure that operating procedures are in place and that a high process mindset is driven at all times to ensure continuous productivity improvements.
  • Ensure that operations are executed flawlessly and avoid margin deterioration as a result of operational failures.
  • Act as escalation point on Customs related matters and ensure prompt resolution of disputes/queries, completion of one-off tasks and avoidance of any service disruptions for the Company.
  • Size up service performance with vendors and other thirds parties to improve service levels
  • Foster relationship with Key Suppliers at Director Levels and ensure that same is driven in the different levels of the organization at their own levels of regular interaction.
  • Ensure accurate file estimation, customer invoicing, supplier invoice approvals, resolution of customer or supplier invoice dispute, and file closing
  • Follow-up on agreed rates, terms, credit and service levels agreed for customers
  • Manage the development and deployment of operations and customer service processes, guidelines and standards
  • Ensure each team have client’s SOP in place, update it and establish IOP with relevant parties (truckers, finance team etc).
  • Conduct relevant benchmarking and analysis to identify opportunities for performance improvement.
  • Responsible for all client implementations of new business across Nigeria

Business development:

  • Identify development opportunities for further exploration of new services with current or new customers
  • Actively promote within our customer base cross selling initiatives as agreed with the Country Sales Manager.

Who we are looking for

  • Minimum of 7 to 10 years experience in managerial positions in Freight Forwarding Operations.
  • Proven track record of P&L responsibility.
  • Proven experience on product design and development.
  • Project management and process excellence skills
  • Good communicator and able to develop solid relationships with key suppliers
  • Good skills in negotiation, evaluation and problem solving
  • Excellent planning and execution capabilities
  • Result oriented and self driven
  • The position requires excellent English written and verbal communication skills. Knowledge of other languages is helpful.
  • Proficiency in the use of Microsoft Office, Excel, and PowerPoint is required.

Application Closing Date
15th January 2013.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: When the page opens, at the Country drop down, select Africa, then click Head of Operation and Customer Service

For further information, please contact: jacopo.fava@damco.com.

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