Manager, Customer Engagement

Job Description

The Manager, Customer Experience, is responsible for leading and managing a team that provides post-onboarding customer services in the APM Terminals environment. This includes managing all customer interactions, ocean and landside, across various channels, offering operational support, escalations and contract dispute management, and engaging in strategic problem-solving to improve customer satisfaction (NPS scores) and retention.

This role also involves supervising employees, both union and management, and managing their lifecycle, including recruitment, training, performance appraisal, coaching, and developing staff for future roles. The Manager of Customer Experience ensures smooth execution of business and operational strategies, aligning with company goals and delivering high-quality service to customers

Key Responsibilities:

• Manage all customer service channels (phone, email, chat, etc.), ensuring efficient and consistent customer engagement.
• Ensure a seamless customer experience by coordinating timely responses to inquiries and escalations.
• Monitor and analyze customer feedback and trends to improve service delivery
• Provide operational support to ensure smooth day-to-day interactions and processes across all terminal functions when it comes to customer experience.
• Lead process improvement initiatives to increase efficiency and streamline workflows.
• Work closely with internal teams to resolve issues related to customer orders, shipments, and service performance.
• Oversee customer contracts post-onboarding, ensuring full support throughout the contract lifecycle
• Resolve contract-related disputes efficiently, ensuring fair outcomes for all parties.
• Partner with legal and sales teams to ensure contract compliance and mitigate potential risks
• Assist in developing policies, procedures, and business plans to enhance the customer experience function.
• Contribute to long-term strategic planning by analyzing industry trends and business needs.
• o Work collaboratively across departments to align operations with business
• objectives

Requirements:

• Advanced English level
• 10 - 5 Years of experience in the area
• Multitasking
• Schedule flexibility
• Great communication skills