Outbound Customer Service Manager
Effectively manage the Outbound Customer Service team, executing & monitoring work plans and delegating responsibilities where appropriate. Provide a comprehensive Outbound Customer Service solution, incorporating all aspects of the export process from customer booking, transport arranging, customs clearance through to arrival at the final destination. Develop and drive initiatives to improve CSR productivity, changing existing processes & procedures to optimize service delivery.
Responsible for the day to day running of the Customer Service team ensuring tasks are performed in line with local processes and corporate POM. Overview the management of all incoming bookings in CRM, ensuring CSRs are capturing all required information prior forwarding bookings to the Tallinn team for input. Responsibility for constant improvement of booking turn time and performance both at FLO and GSSC. Monitoring and ultimate responsibility of performance of all GSSC operations performs for the FLOCSR team. Addressing issues and process gaps. Ensure all additional UK charges (wasted journey/demurrage/detention) charges are investigated and invoiced to the appropriate third parties and where relevant waivers applied for via the CIO system. Handle customer queries and complaints effectively and put corrective measures to prevent their reoccurrence. Oversee Query resolution in cooperation with Query UK/IE. Log, analyse trends and implement correct measures. Visit customers when necessary to develop the inter company and personal relations needed to ensure we meet the customer’s service needs. Identify process improvement opportunities and follow through with management for the implementation of same. Overview and management of delinquent containers. Ensure amendments are handled as per the processes in place (correct data input into CCMS and Drayman, ensuring the correct routing is applied as per SRS and vessel schedules etc.) Ensure the data input to systems achieves an accuracy target of 100% Oversee CSR teams processing of vessel Diversions & Delay in Transits (DIT), ensuring process is followed and if our client has an error then issues identified and process gaps closed. Ensure the correct procedures are followed when arranging OOG & Reefer shipments. Ensure all staff are fully conversant with the IMDG & ADR codes and have received hazardous awareness training. Ensure shipment rolls are completed by the set times for each service and these are communicated to the relevant internal & external parties. All relevant updates are completed in our clients systems to reflect these changes. Ensure all TATL/EUAS bookings have a valid rate / contract filed. Ensure all ad hoc requests such as fumigation/weigh bridge/hold overs etc are achieved when requested by customers. Work closely with the Environmental Agency and provide monthly report as per their requirement. Identify training needs for team and arrange for training as appropriate. Ensure all Export CS Departments have adequate coverage and training. Service recoveries. Oversee all service recovery operations. Identify the root-cause of any such failures and disseminate any pertinent advice / information to minimise the risk of future failures.