Customer Service Manager Intermodal

Your Role

As Manager Customer Services, you are responsible for customer satisfaction and retention, by ensuring the customers’ needs and requirements are met or exceeded. You drive efficiencies and strive to optimise revenues at every opportunity. You will report to the Intermodal Director and will be responsible for several Customer Service teams. 

Key Responsibilities

• Driving customer satisfaction and foster a culture of ‘World Class Customer Service;
• Meeting and/or exceeding the customers’ required service levels;
• Maximising revenues, and sales volumes with current customer base;
• Coordinating a smooth team-to-team relationship between the CS Team, KAMs and product delivery teams;
• Managing correct communication and division of tasks between the Customer Service department and Sales department in relation to account management and sales activities ;
• Scheduling, coordinating, delegating and reviewing daily work of the customer service team in terms of maintaining and developing customer relationships;
• Holding weekly work meetings with all employees of the Customer service teams under your responsibility;
• Ensuring high levels of productivity and efficiency through automation, motivation, coaching, and cross-training;
• Designing, implementing and monitoring customer-specific KPI reports and execution of agreed SLA’s/SOP’s ;
• Monitoring and initiating improved business processes that help to improve both results and customer satisfaction, in collaboration with other customer service managers and our Service Delivery team;
• Coordinating daily contact between CS employees and customers and/or planning;
• Be aware of, and act in accordance with, all P&O Ferrymasters policies;
• Bring to the attention of your manager any matter that could be detrimental to the well-being of the Company;
• Carry out any other duties which may reasonably be required by your manager;

Other key responsibilities include: 

• Seeing and contributing to a correct settlement of all transport orders, in which the demands/wishes of the customers of P&OFM are leading;
• Driving data integrity;
• Ensuring a correct, timely flow of communication, both internally and externally;
• KPI reporting and management;
• Maximizing revenues by understanding commercial agreements and market situations.

Your profile 

As Manager Customer Services, you have significant experience in managing a team or activity and preferably worked in a commercial environment. You have a proactive approach and possess excellent interpersonal skills. 
So you:

• Have a bachelor’s degree in Logistics Management or are able to act on Bachelor level through work experience;
• Have at least two years of relevant work experience in a management / supervisory position;
• Have a problem-solving mindset and have the ability to manage conflicting priorities;
• Possess the following further competencies:
  • Ability to quickly adjust
  • Accuracy
  • Customer Oriented
• Have excellent communication skills in Dutch and English;
• Have excellent working knowledge of Microsoft Office packages.

Who are we

P&O Ferrymasters is a pan-European leader in tailor-made transport, logistics and supply chain solutions and part of P&O Ferries Division Holdings Ltd, ultimately owned by DP World. We work across road, rail and sea through our Contract Logistics, Freight Management and Asset Business Units. We operate from more than 20 strategic locations in 13 countries, where 500+ colleagues are united by a passion for customer and service focus.

We offer

P&O Ferrymasters offers a competitive package in line with the seniority of the position. Salary will be dependent on the experience of the successful candidate.

Other benefits include Company car, Meal vouchers, Eco cheques, hospitalisation- and group insurance and an employee wellbeing programme along with opportunities for personal and professional training and development.

Time to act!