Customer Service Manager Maasvlakte

The Customer Service Manager is to provide consistent, high quality customer service for WND Customers, who value long term relationships and buy WND solutions. You create a work environment conducive for colleagues to deliver the intended customer experience within a site. You maintain focus on voice of customer, employee engagement, staff development and process efficiency and cost.

Key Responsibilities

• Lead and Manage the Customer Service Warehouse department to focus on the key Customer Service Drivers
• Drive understanding of contracts, terms and conditions and charge structures to ensure Maersk’s interest
• Proactively drives an Operational Process Excellence (OPEX) mindset within the department and uses all available tools to drive the organisation towards ”best in class” performance
• Ensures that all Quality standards are met and that processes are adequately documented/adhered to ensuring compliance with the local Quality Management Systems.
• In conjunction with the relevant Commercial team and the Implementation team, responsible for the implementation of new customers into the relevant Solution Team and for ensuring that proper internal/standard procedures are established and managed through any related hyper-care in conjunction with the Customer Service Office Implementation Managers
• Monitor, record and report the performance of Solutions Customer Service
• Will be accountable for the performance and results of a team within own discipline or function.
• Develops people - coaching and mentoring to build organizational capability, talent and bench strength

Who we are looking for

• Several years' experience in contract logistics especially in a customer facing role
• Several years' experience in managing and leading a customer service team
• Experience to work in an international matrix organization with excellent stakeholder management capabilities
• Commercial acumen with an open mind set to find new & innovative opportunities to drive the WND product forward
• Lean thinking and continuous improvement is your second nature
• Excellent interpersonal, communication and negotiating skills
• Strong personality; passionate, holistic view, courageous, effective in different cultural settings, impact driven, optimistic & stress resistant
• Strong process-oriented approach to work and excellent attention to detail.
• Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision.
• Passion for operational excellence (lean), driven by data & process standardization, able to make sound analysis and translate this into action plans and assurance of ‘on time and in full’ delivery and embedding
• Passion for people and team development
• Excellent written and verbal Dutch and English

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.