Current Job Opportunities at Damco, July 2015

Damco is one of the world’s leading third party logistics providers specialising in customised freight forwarding and supply chain solutions. The company has 11,000+ employees in more than 300 offices around the world and a global presence in about 100 countries. In 2013, Damco had a net turnover of USD 3.2 billion, managed 2.8 million TEU of ocean freight and supply chain
management volumes and air freighted more than 225,000 tonnes. Damco is part of the Maersk Group.

We are recruiting to fill the position of:

Job Title: Customer Service Team Lead

Ref.: DC-078952
Location: Lagos

Key Responsibilities
Purpose/Summary:

• Ensure service delivery in line with customer expectations for import/Export customers
• Manage relationship with current & new customers
• Manage relationship with current customs and other government agencies.
• Coordinate handling of files between Customer service and Operation units.

• Ensure Damco delivers the product sold to customers.
• Manage job costing for operation as per approved template.
• Coordinate handling of file between departments and ensure file is handled in a timely manner.
• Send daily status update on current files.
• Manage written correspondence between OPS department and Customer service.
• Keep Customers updated on cargo status before and after arrival of vessel.
• Confirm and verify declarations then advise clients of expected duty amount and HS code(s) used.
• Supervise clerks who raise Invoice for shipping/terminal and other charges which must be prepaid.
• Receive duty receipt from clients and handover to responsible operations clerk.
• Follow up on entries with operations clerks and advice customer on status.
• Advice customers on queries encountered during verification/examination and discuss/agree on a workable solution.
• Proffer ideas and solutions to all queries from government agencies.
• Escalate all major issues that cannot be resolved by self to customer service manager.
• Ensure files are concluded timely and cross-checked for all necessary documents with attachments and ensure handover to documentation team for invoicing.
• Follow up with trucking team for delivery of containers for revalidation etc.
• Update fields in TrakIT that are assigned to function in a timely and correct manner.
• Ensure CS Manager is in the know of all major communication with customer service teams.
• Coordinate performance review meetings with clients on monthly basis

• Maintain and enhance close working relationships with all other internal customers and government authorities.
• Ensure operational excellence and coordination
• Ensure pro-active communication internally and externally.
• Ensure all issues affecting Damco are addressed within Organization as deemed required.
• Ensure Data Quality of TrakIT updates.
• Proactively suggest best possible ways of working and resolve issues/queries.
• Avoid major risks to the company

• A degree in business management, social sciences or equivalent is desirable.
• Proficient in English as well as relevant local languages (verbal and written).
• Minimum 3 years of experience in logistics industry and customer service operations department for a fast-paced service company.
• Good knowledge in customs documentation and requirements.
• Excellent communicator, persuasive and enjoy solving problems.
• Ability to work in a team.

• Basic proficiency in MS office

• To define, communicate and execute the DAMCO ocean freight strategy in the Area/Countries in support of Global and Regional objectives.
• Focus on product development in sync with commercial strategies and ensure effective implementation of new business whilst sustaining the baselines.
• Accountable for developing & establishing relationships with vendors, carrier associates, port authorities at the Area level to support DAMCO’s commercial & operational requirements.

• Drive improvements in margin management practices to support countries in achieving targets whilst managing trade lane economies.
• Responsible for Ocean Volume growth & CM1 (profitability) as defined in the regional Strategy.
• Responsible for complying Global / Regional carrier MQC & allocations within the Area(s).
• Effectively manage procurement behavior and ensure balance of core carrier portfolio.
• Drive & support business development with close coordination with all commercial channels.
• Develop tender specific strategies in support of commercial efforts. Execute supporting activities incArluding procurement and special items as needed.
• Ensure that appropriate ocean commercial and financial KPI’s are employed across the business to provide timely and effective reporting to support day-to-day management of the business.
• Take an active role pricing/procurement strategy and guidelines for mid & long terms opportunities.
• Drive projects in support of improving margin and efficiency of the Product across the Area(s).
• Support countries/branches in specific ocean product needs including commercial discussions as & when required.
• Provide leadership and management to the ocean procurement teams (LCMs), driving strategy execution and product management whilst ensuring high employee morale and motivation.
• Drive continuous cost optimization & re-procurement exercise to improve the yield.
• Focus efforts on tasks that will ultimately result in improvements to performance in the key priority areas of: Profitability, Growth and Operational Excellence
• Ensure all global and regional ocean policies, procedures & guidelines are effectively implemented and adhered to in daily operations.
• Support relevant reporting requirements time to time.
• Keep an “Eye” on the market and provide effective intelligence to the larger organization.
• Ownership on local FAK & NAC deals, other than those covered by Regional / Global level, and maintaining them central repository.

• At least 10-12 years of industry experience (NVOCC, Freight forwarding, Ocean forwarding)
• Minimum 5-7 years of functional management experience.
• Ability to work and thrive in a flexible matrix organisation with focus on networking and collaboration.
• Strong interpersonal and communication skills
• Team player with proven ability to work under pressure
• Effective change agent with the ability to adjust change approach based on circumstances.
• Passion for service delivery and cost effectiveness – and for identifying how to constantly improve.
• Prior understanding and experience in the Africa environment is preferable.
• Ability to balance product priorities with commercial imperatives.
• Adaptability to changes in the work environment – managing competing demands and has ability to deal with frequent change, delays and unexpected events.
• Strong drive, initiative and engagement – ability to work self-directed and well organised.
• Ability to take a Global view.
• Excellent English communication skills, verbal & written