MAURITANIE - Nouakchott TNM and CARE (M/F) Company: Maersk Type: CDI Apply before November 11th 2013 We are looking for an energetic and pro-active individual to fill the position of TNM and CARE. The person will be located in Nouakchott and will report to the Commercial Manager. DESIRED PROFILE An energetic with a great level of accuracy and ease of data analysis to fill the position of TNM analyst and CARE Business Partner. KEY RESPONSIBILITIES Data quality is key point of this position. - Collect and analyze data on customer preferences, needs, and business reality to identify potential markets and factors affecting product/service demand. - Gather data on competitors and analyze their prices, sales, and method of marketing. - Monitor industry statistics and follow trends in trade literature. - Prepare reports of findings, illustrating data graphically and translating complex findings into written text. - Seek and provide information to help Maersk Line Mauritania to determine their position in the marketplace. - Conduct research on customer opinions and marketing strategies, collaborating with cluster trade and marketing. - Devise and evaluate methods and procedures for collecting data, such as surveys, opinion polls, or questionnaires, or arrange to obtain existing data. - Forecast and track marketing and sales trends, analyzing collected data. - Measure and assess customer satisfaction. - Develop and implement ways for identifying advertising needs. - Measure the effectiveness of marketing, advertising, and communications programs and strategies. - Timely, share reporting on Market statistics with cluster TNM and Country management. The role of the Care business partner is to take full responsibility for the customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements. - Act as a primary point of contact for customers and be the Customer’s internal advocate in Maersk Line. - Actively participate in incoming call resolution for accounts within the customer care program. Be able to take ownership of these issues and perform problem resolution. - Be fully responsible for customer satisfaction, own and manage all customer facing activities in conjunction with all internal business stakeholders (sales, marketing, the GSC, the one team customer service and Finance teams). - As part of Commercial Intelligence - build strong relationships with customers; gain an understanding for their business, service needs, drivers and desires. Leverage understanding to engage in discussions about new business opportunities and competitor/market intelligence. - Ensure smooth execution of the shipment lifecycle. Work closely with customers and internal transaction or operation teams to achieve customer satisfaction through pro-active resolution handling, Issue resolution ownership and process improvement. - Utilize Care Business Partner relationships to encourage fast equipment turnaround and collection of applicable charges. - Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation. - Understand and be familiar with KPIs and act in line with set targets. Drive continuous improvements opportunities to improve service and lower costs. - Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends. Competencies: - Is concerned about the problems of their customers / colleagues - Relates well to all kinds of people (inside and outside the organization) - Builds appropriate rapport, constructive and effective relationships - Is dedicated to meeting the expectations and requirements of internal and external customers - Gets first hand customer information and uses it for improvements in products and services - Acts with customers in mind - Establishes and maintains effective relationships with customers and gains their trust and respect - Uses diplomacy and tact - Can defuse even high tension situations comfortably - Uses rigorous logic and methods to solve difficult problems with effective solutions - Learns quickly when facing new problems - Analyzes both successes and failures for clues for improvement - Enjoys the challenge of unfamiliar tasks - Knowledgeable about how organizations work - Is personally committed to and actively works to continuously improve him/her self - Practices attentive and active listening - Spends his/her time and the time of others on what is important - Provides the information customers and colleagues need to know how to do their jobs - Provides individual information so that they can make accurate decisions - Is timely with information - Proactively communicates with customers - Keeps confidences - Is able to write clearly and succinctly in a variety of communication settings and styles - Can get messages across that have the desired effect To apply for this position or for further information, please contact: sidi.ould.ehmetty@maersk.
Posted on: Fri, 08 Nov 2013 00:04:10 +0000
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