Maersk Line is dedicated to delivering the highest level of customer-focused and reliable ocean transportation services. Maersk vision, built from a strong heritage of uprightness, constant care, and innovation has been the guiding principle of our business operations. Maersk Line being the World’s largest container shipping company, is consistently recognized as the most reliable container shipping company, prepared to go the extra mile for our customers.
Maersk Line in Tanzania is represented by Nyota Tanzania Limited as exclusive shipping agent, with its headoffice in Dar-es-Salaam and branch offices in Tanga and Zanzibar.
Nyota Tanzania is looking to recruit a Customer Care Business Partner, the role of the CARE Business Partner is to own/manage the customer experience of his/her customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations. Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk Line.
Key Responsibilities
• Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk Line
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge
• Be fully responsible for customer satisfaction (own customers)
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
• Understand per diem / demurrage implications for containers and its impact on company revenue
• Commercial intelligence: Details still to be defined
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values
Who we are looking for
Previous experience in a customer care role is desired though not a prerequisite
The ideal candidate will be a person with experience in a customer service/care environment. An individual, who is mature, decisive, has a sense of urgency, is customer focused and has result orientation.
A person who communicates and collaborates thereby driving the necessary changes in processes, organization and customer satisfaction. A person who will work effortlessly under minimum supervision and can withstand pressure from both external and internal customers. Being a self starter and able to multi-task are a must for this job as you will essentially be managing a pool of customers on your own
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