Facility Services Supervisor

Description:

Leading the team of Customer Service agents at Maersk Logistics Park (MLP). Ensuring seamless and effective customer service processes in accordance with customer’s SOPs and SLA.

Maintaining a positive relationship with customer(s) by close interaction and fast reaction to any issues related to customer(s) operations. Stakeholder for the customer towards operations,

internal and external service providers such as customs, distribution, others. Effective people management and asset management will deliver seamless quality and customer satisfaction. The

supervisor is responsible for development and implementation of new procedures and processes to improve ongoing tasks and processes.

Responsible for:

Customers
 

• Be the voice of the customer on site ensuring issues and concerns are spotted in time to fix.
• Be the first point of escalation for internal and external customers
• Ensure seamless and effective customer service
   
• processes in accordance with customer’s SOPs
  
  and SLA
   
• Translate contractual obligations into
   
• operational tasks
   
• Work with relevant teams on new customer
   
• implementation People
   
• Determine roles & responsibilities of the team
   
• within his/her scope to achieve business objectives
   
• Responsible for mentoring, coaching,
   
• performance review feedback, conducting
  
  disciplinary actions, and interviewing new
  
  employees
   
• Develop talent and encourage leadership
   
• growth amongst employees
   
• Drive engagement of the team
   
• Ensure the team is aware of and comply with company, government, and customer policies, procedures, and regulations by engaging the right functions to deliver trainings as needed.