Ocean Network Express
Hamburg
Leadership and People Management
You provide direction and vision by empowering and motivating direct and indirect reports to achieve success. Foster a strong desire to succeed through actively managing performance, attracting new and developing existing talents. Create an environment where everyone is enabled to perform to the best of their abilities by giving and receiving feedback, as well as challenging and coaching direct reports and team overall. Be a role model by embracing and promoting change.
Process & Quality Management
You steer the daily processes in line with agreed KPIs, company policies and SOPs and in compliance with local governmental rules and regulations. You monitor the quality and quantity of team outputs and highlight issues by providing feedback as and when required. To furthermore you act as an escalation point in case a team member can't resolve customer queries and disputes.
Problem Solving & Commercial Awareness
You monitor implementation of ONE's Key Account strategy and steer the team towards providing tailored premium care consistently. Actively propose possible enhancements of services and solutions as well as profit margins and volume growth. Make sure your team are aware of the cost implied with certain services and play a role in boosting their commercial awareness as well as their knowledge on ONE's self-service and e-commerce tools overall and market trends in premium customer services.
Communication & Collaboration
You act as a linking pin between management and staff and act as escalation point in case of queries. Foster good collaboration and communication within departments and across. Work closely with Customer Administration as well as our Key Account Support and Key Account Specialists team and advise customers in a reliable and professional manner.
Digital adoption
You support ONE's digital transformation by utilizing and promoting our e- commerce platform and our self-service tools as applicable and relevant to your tasks and responsibilities.
Located in the Hamburg office
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