Manager, Customer Care

PURPOSE:

The Manager of Customer Care is responsible for supervising all office clerical staff in order to provide internal and external customers with the highest quality of service.

PRINCIPAL ACCOUNTABILITIES:

• Responsible for managing represented office clerical unit employees to ensure we provide our customers with quality service in line with organizational values and requirements outlined in the Collective Bargaining Agreement (CBA).
• Manage departmental labor relations and exercise contractual rights by timely and effectively addressing behavioral and performance matters on the job and in Labor Relations Committee(LRC) meetings.
• Actively improve existing processes, implement new ones, drive continuous improvement efforts to achieve greater departmental efficiencies in line with department goals, production targets, and government regulations. Understand and be familiar with local KPIs, and strive to meet and exceed set targets.
• Effectively communicate process improvements, company policies, and departmental expectations to ensure engagement, training, and accountability of staff.
• Demonstrate leadership in collaborating and communicating with various operations departments and support functions.
• Reinforce our company policies and values within Customer Care and demonstrate those values in interactions with steamship lines and other end-users.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through proactive resolution handling and issue resolution ownership.
• Act as the first elevation point of contact to handle questions, concerns, and complaints from steamship lines, trucking companies, shippers, Beneficial Cargo Owners (BCO's), etc.
• Support Director, Customer Engagement in execution of end-user projects and drive internal sales and marketing initiatives to identify and generate new revenue streams.
• In coordination with local and remote systems support, ensure 100% EDI transmissions between shipping line computer systems and Terminal Operating Systems.

CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE

Necessary to perform the requirements of the position:

• Education - Minimum four (4) year degree from an accredited college or equivalent Customer Service experience of three (3) or more years.
• Accountability - Ability to set operational plans with short-term impact by maintaining standards that lead to high performance and execution
• Agility - Ability to modify important changes rapidly
• Collaboration - Ability to exchange and adapt skills when working together across boundaries
• Functional Excellence - Broad knowledge in job area/discipline or expertise in a specific discipline.

DIMENSIONS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

General office setting, typically the employee may sit comfortably to perform the work, usually at a computer terminal - with short breaks or lunch period. However, there may be some bending/stooping, reaching above shoulder level, walking; standing; carrying of light items such as papers, books, or packages of up to 25 pounds. Should be able to hear & speak clearly using phone / headset to communicate with customers; be able to navigate, view & enter information on the computer. May need to travel across the US & Canada and occasionally overseas.

Must be able to work variable shifts including evenings, weekends, and holidays, in addition to participating in a rotational on call assignment.

GENERAL ACCOUNTABILITIES:

• Promote good working relationships between internal and external stakeholders, including other terminal departments, union labor officials, and transient workforce.
• Expected to represent the Company in the conduct of your job, and ensure the Company's core values and all safety, legal, and regulatory policies are maintained at all times.
• Responsible to ensure all departmental assignments are completed in a productive, efficient, cost effective, and safe manner.
• Perform other job-related duties as required or requested.

Job Type: Full Time

Salary: USD 115,000.00 - USD 130,000.00

Benefits: Full time employees are eligible For Health Insurance, Paid Time Off, and 401k match

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave,veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.