Sea Logistics Manager, Customer Care for a specific location (branch) is responsible for the local Sea Logistics P&L, and he / she is in charge of implementing at local level the Customer Care strategy defined by the National Sea Logistics Customer Care Manager (or National Sea Logistics Manager).
He / she drives any initiative aiming to provide an improved customer experience along the entire customer journey (including complaint management).
He / she guides and supports the local Sea Logistics field sales. He / she is responsible for the implementation, support, maintenance and monitoring of the correct fulfillment of the KN PharmaChain requirements in collaboration with QSHE department.
To provide leadership and direction to the Customer Care Location team
To be accountable for the local Sea Logistics P&L
To take ownership and ensure the implementation of a Customer Care strategy
To guide, support and appraise the local field sales
To ensure close cooperation with Branch Management as well as Operations Sea Logistics manager for optimized customer experience
To actively manage interfaces and information / knowledge exchange between the CCL and OCC teams
To focus on the continuous improvement of customer service processes
To focus on customer retention engagement of the allocated customer portfolio
To allocate and manage the local customers portfolio
To ensure the alignment between National and local Customer Care initiatives to drive service excellence and improve customer experience
To focus on customer satisfaction through achieving the highest level of service quality
To ensure high DQ in the context of BP and CoreLOG
To ensure service excellence through ensuring the CCL team has a high level of forwarding and market knowledge
To support the Care Team in resolving customer complaints (CAPA)
To ensure the compliance of the GXP requirements in the sea logistics operation (import / export)
To provide relevant pharma trainings to the KNPharmaChain expert team
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