* Manage Customer Service Team and Customer Service issues/Tasks:
- Lead all country customer service aspects including customer service team (imp/exp), documentation team, booking team, and GSS interface/output.
- Manage customers service level (doc process)
- Overall responsible for the customer satisfaction in the country including the survey results and the country action plan.
- Manage Service complaints and exceptions.
- Responsible for implementing the service process and service tools included in SmartCS.
- Management of customer service in all offices in the country and ensure that professionalism (shipping, regulations, and service) as well as procedure and routines are executed.
- Manage on-going initiatives e.g. mobile app, web usage, portal usage and increase in e-commerce.
- Responsible for Service updates on the local web country page.
- Conduct customer satisfaction checks (customer visits) – identify raising issues and find solutions.

* Manage Customer Service KPI and SLA:
- Track customer service performance in the country and ensure that necessary steps are taken to constantly improve the customer service experience through surveys and KPI’s/ SLA’s.
- Monitoring of customer service KPI’s and SLA’s in the branches.
- Review/Monitor the quality of work and review with the mistakes made by team/GSS.

* Team Development:
- Manage the customer service unit. Recruit, train and coach the team to improve the customer experience.
- Implement customer service training and 'playbooks'.
- Lead interface between the customer service unit and other departments both in and outside the country. In particular the interface to Sales. Especially around new agreements and special request customers that impact service activities as well as ecommerce.

- Degree Holder - Relevant academic education.
- Minimum 8 years' relevant experience with 3 years in managerial role preferred.
- Commercial knowledge and broad shipping knowledge (emphasis on booking, export and import processes).
- Knowledge of customer service processes and contact centers.
- Experience in managing processes / projects in the customer service field.
- Broad view of system and quick problem solving.
- Customer Centric
- Strong Analytical Skills.
- Experience with LEAN will be an advantage