Customer Care Manager

APM Terminals

Job Title : Customer Care Manager

Job Location : APMT Bahrain

Reports to : Chief Commercial Officer

About APMT:

As part ofA.P.Moller-Maersk, APM Terminals has been lifting standards for developing and operating advanced ports and container terminals for over half a century (as an independent division since January 2001). Now, with 60 strategically located ports and container terminals around the globe and several more in development we are lifting the standard of efficiency, responsibility, connectivity, proactivity in our industry.

We serve shipping line and landside customers, seamlessly integrating land and sea to ensure supply chains are safe and undisrupted. Our strategy will continue to guide APM terminals towards achieving its ambition to be theWorld's Best Terminal Company by 2026.

About APMT Bahrain:

Through its multi-purpose and modern port facilities, APM Terminals Bahrain plays a key role in facilitating external trade and marine services through Container Terminal activities, General Cargo, RoRo, Cruise and related port services, thus contributing significantly to Bahrain's economic growth.

Managing one of the few multi-purpose ports in the region, APM Terminals Bahrain provides a wide range of services at KBSP, including the provision of container operations, General Cargo, RORO, break bulk projects, and passenger terminal services alongside its Marine and logistical services that are comparable to the highest international standards.

APM Terminals Bahrain also offers a whole range of Value-Added Services, that have been built around customer needs. The objective is to ensure that customers receive a seamless experience by reducing complexity for them when purchasing different services in the market.

About the role : Customer Care Manager

PURPOSE

• This key position provides direction and leadership for operational and commercial port administration and serves as a single point of contact for customers regarding issues pertaining to the delivery of products and services.
• The key role is to lead customer and stakeholder communication for relevant port administrative activities within the parameters of customer requirements and the Port's objectives.
• This position is responsible for receiving, investigating and responding to all customer & government agencies for matters related to shipments, service delivery, claims and/or disputes.

PRINCIPAL ACCOUNTABILITIES

(IPE Factors: Impact & Innovation)

• This complex position acts as a focal point of contact and interface between Commercial, Operations, Finance and Claims and Shipping Lines, Agencies, Trucking Companies, Clearing Agents.
  • Deliver world-class service to customers.
  • Act as a role model by representing the "voice of the customer" throughout the organisation whilst protecting the company's interests, as an ambassador to the market.
  • Actively work together with other functions especially Sales and Marketing to ensure the highest level of customer service experience deliverable.
  • Liaise closely with shipping companies, customs agents, trucking companies, Customs, port authorities, and other statutory authorities to ensure that their requirements are met.
  • Develop and maintain relationships with internal and external clients, vendors, and agencies etc
  • Coordinate and communicate with internal and external agencies as needed such as clearing agents, freight forwarders, etc.
  • Manage business-related communications and provide timely responses.
  • Co-ordinate customer issues with relevant department
  • Interact with Billing and Claims and address the requests of the customer in a time-sensitive manner.
  • Meet deadlines with a sense of urgency, using time management and task prioritization.
  • Deploy, measure and display 'key performance indicators' as identified by senior management, on a regular basis, including Customer Satisfaction Survey, Net Promoter Score, Customer Effort Score etc.
  • Measure and monitor performance against critical criteria, policy and guidelines.
  • Contribute to upholding APM Terminals performance standards for container terminal and general cargo operations.
  • Contribute suggestions to improve existing methodologies, processes and measurements when executing duties on an ongoing basis.
  • Uphold regulatory labour provisions, relevant HSSE policy & procedures, terminal rules; as well as contribute to the continual improvement process.
  • Engage with cross-functional teams for initiative rollouts as part of transformation and product-development etc.
  • Engage in ongoing self-development and maintain field knowledge at all times.

Ensure that data quality within the port administration systems is regularly updated and maintained, including maintaining customer records. Contribute, execute and deliver results related to any other tasks that may be assigned during course of normal duties.

REPORTING AND SCOPE

(IPE Factor: Knowledge-Teams & Breadth)

• The position reports to the Chief Commercial Officer, and the scope of the position is primarily domestic.
• The applicant should have strong foundational understanding of port operations and administration.
• This role requires decision-making capabilities, as well as situational leadership skills; tact, diplomacy, negotiation, growth mindset, and an approach to "getting things done".
• This role requires significant stakeholder management skills

WORK/BUSINESS CONTACTS AND AUTHORITY

(IPE Factor: Communication)

Internal

• Functional Departments at the Port Facility including Port Operations, Marine Services, Commercial, & Finance.

External

• Shipping Lines and their agents
• Transportation Companies
• Logistics Providers
• Clearing Agents
• Trade Bodies and semi-governmental entities
• Port Customers
• Customs and other regulatory bodies

The contact here will act as focal contain point, though escalations and critical issues may arise which will have to be handled at General Management level.

CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE

(IPE Factor: Knowledge)

• Previous experience in Ocean Shipping / Project Logistics / Container Terminals / Ports / Warehousing /
• 3rd Party Logistics / Freight Forwarding domains.
• Requires at least five to seven years in a customer facing role.
• Experience in ocean import/export documentation, billing, and other similar areas of operation.
• Requires deep understanding of shipping & customs documentation, such as manifests, declarations, INCOTERMs, bills of lading, contracts etc.
• Preferred to have knowledge of port rules and regulations.
• Requires excellent interpersonal skills; an ability to interact with customers and co-workers both diplomatically and firmly, when necessary.
• Understanding of the container shipping industry and preferrable to have a network of contacts with major container liners and vessel operators.
• Good communication skills with the ability to communicate across departments.
• Fluent in English (with Arabic as a strong optional).
• Intermediate exposure and understanding of finance related matters and reporting against financial objectives.
• Strong negotiation and conflict resolution skills, including complaints and claims.
• Ability to provide leadership, obtain cooperation and assistance to meet objectives.
• Intermediate level proficiency with MS Word, PowerPoint, Excel, (with PowerBI and Salesforce as an added advantage)
• Preferable a university degree in logistics, and maritime.

LEARNING & CAREER OPPORTUNITIES

In this position, the incumbent will have an opportunity to acquire skills and knowledge in the following areas:

• Operational management experience in a container terminal.
• Leadership skills in leading a large and diverse team.

Relevant next career steps might be:

• Business Process Management role
• Transformation Management Role
• General Manager – Operations

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.

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