4PL Documentation Manager

Job Description

The 4PL Documentation Manager is responsible for delivering Maersk?s value proposition through excellent customer service delivery. The 4PL Documentation Manager leads the Client facing teams which act as the single point of contact for the customers and are focused on query resolution, escalation management, coordination with the Product, Program and Commercial Management teams for the respective customer segments. This position also holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the customers. The Manager engages directly with the Regional / Global Account and Program Managers in order to optimize profitability of their customers and works closely with the program and implementation for any new customer program developments and project implementations.Key Responsibilities? Lead and coach the team on a daily basis ? Regularly monitor team performance and address or escalate shortfalls ? Responsible for ensuring the teams are properly trained to execute the best performance ? Ensure customer requests are being handled timely and with constant care ? Drive ownership and proactivity ? Improve customer and team satisfaction while promoting EES and CSS ? Improve submitted data quality through compliance checks ? Provide for and maintain good team atmosphere ? Internal / External Stakeholder management ? Build Strong Customer Relationships ? Stakeholder Management ? Leadership/Talent Management ? Market Intelligence ? Proactively monitor team capacity ? Responsible for hiring processes and talent development ? Accountable to ensure that all products and services are delivered in line with agreed standards and will ensure that the customer and/or their nominated representatives and partners are kept informed of all relevant deviations. ? Shall build and maintain strong relationships with customers ? Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies. ? Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through proactive and/or reactive resolution handling and Issue resolution ownership. Process improvement focus is essential. ? Understand and be familiar with KPIs and act in line with set targets. Drive continuous improvements opportunities and opportunities to lower costs ? Monitor agreed service levels and identify the root cause when targets are not met, advise management of potential service failures and / or trends. ? Proactive exception ManagementWho we are looking for? Ability to motivate the team and create a performance culture to deliver the results. ? Proven track-record of successful team management and managing people ? A dynamic, self-starting and action-oriented person with the ability to think strategically and to put strategy into practice ? University degree or Lean qualification Bachelor?s Degree, Diploma or equivalent with at least 5 years of functional experience in transportation or logistics required ? Solid SCM / Shipping operations background ? Client or Program Management experience preferred ? Understanding of legal / commercial framework and documentation related to contracts of international trasnport ? Familiarity with Maersk Policies and Processes relating to the following is preferred ? All applicable Maersk systems and processes ? Excellent written and verbal communication skills ? Customer and people oriented ? MS Office tools, data analytics and reporting ? Visible driving force of Maersk Values and winning behaviours ? A strong execution minded individual with financial technical skills, analytical ability, good judgment and strong operational focus including analytical and troubleshooting skills ? Knowledge of logistics market ? Focus on delivering high quality work ? Excellent conflict resolution and problem-solving skills

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