Join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade. You’ll play a vital part in our success, managing the customer experience, and building the experience to advance your career.
The candidate we are looking for must have strong communication skills, executive presence, and possess an ability to manage a large number of stakeholders at different levels & seniority both within and outside the Maersk organization.
The candidate must also possess the ability to forge strong vendor relationships within the scope of authority, and ability to develop strategic management programs across the team in Costa Rica.
The core purpose of this role is to provide consistent, high quality customer service and technical for customs Solution Customers, who value long term relationships and buy customized processes and solutions.
The MCS Costa Rica Customs Manager engages directly with the Local Customs Authorities / Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.
This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), in order to optimize profitability of their customers.
This position also
Holds the primary responsibility for customer retention and for identifying cross sell / up sells opportunities to the MCS Solutions customers.
This role is the prime point of contact for MCS Solution Customers as well as their first point of escalation for complaint resolution and claims handling.
Ensure Key Indicator Performance are built, monitor and followed up by concise action plan to the customers as internal performance is also followed up and presented on weekly performance meetings.
Lead and Manage the Costa Rica MCS team / s to focus on the key Customer Service and MCS Drivers :
Easy to Business with
Timely Delivery of Documents and Customs Clearance
Efficient claim handling
Get to know and cascade most update laws and legislation
Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Company a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
Ensure proper implementation of new clients or new programs.
Ensure & monitor that clearances are executed on time or agreed lead times.
Planning and coordination with customers.
Ensure that the MCS teams send timely quotations or lead to respective teams ( e.g. : sales support, sales).
Monitor responsiveness on Query Resolution with shippers / Customers.
Monitor data integrity of systems.
Responsible for cross sell / up sell, customer retention.
Follow up on the Outstanding bookings & query resolution.
Monitor, record and report the performance of MCS Solutions Customer Service teams with recommendations on : Service delivery wins / Service failures.
Work with the Commercial team to establish and strengthen customer relationships.
WE ARE LOOKING FOR :
A passion for ensuring customers are satisfied and feel like valued partners.
Problem-solving flair combined with natural initiative and curiosity.
Empathy and the ability to turn customer needs into business opportunities.
Excellent interpersonal and communication skills essential for collaborating with colleagues and customers.
Exceptional planning and structuring of work.
Good experience of customer facing role(s).
Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment.
Good influencing skills.
Focus for cost effectiveness and constant improvements.
We expect you also have :
A university degree and Customs certification.
Solid experience in customs operations in the logistics sector
Knowledge of industry trends & experience in service / profit improvements & business growth opportunities.
Understanding of legal / commercial framework, approval process and documentation related to :
Contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade
INCOTERMS, STC, Customs Documentation, HS Code, and import / export processes
International Contract Law relevant to Logistics services.
Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and / or mental disabilities.
We value diversity and prohibit the discrimination of any applicant on the basis of race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.