Customer Experience – International Development Cargo IDC Focal, Expérience Client – Développement International Cargo IDC Focal, Douala, A.P. Moller – Maersk

Customer Experience – International Development Cargo IDC Focal, Expérience Client – Développement International Cargo IDC Focal, Douala, A.P. Moller – Maersk

Role Responsibilities/ Responsabilités du rôle


The International Development Cargo/IDC – Aids & Relief Focal is responsible for our customer in this category. From big international organizations to NGOs operating in Cameroon and within the Hinterland corridor. This is an exciting opportunity to drive customer experience throughout the end to end export process.

Job Purpose

Drive customer experience from the opening of files – Prealert untill the delivery of the documentation

Lead end to end process of IDC files: execute, support and supervise daily operations tasks related to IDC business in all the corridors – Hinterland, Cameroon Import, Export, air freight, shipments, in accordance with agreed procedures with Aid & Relief/Damco Denmark, so as to deliver results within specified transit time.

Principal accountabilities/responsibilities

Support sales in growing our IDC business and customer retention by service delivery

Manage a portfolio of IDC customers and be fully accountable for their experience

Ensure proper Customer onboarding to ensure collaboration throughout the export process

Drive customer experience throughout the end-to-end process

Be the focal point of contact of customer from the prealert until the delivery of the file

Proactively advise all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms

Prevent and avoid any possible additional costs (storages/demurrage/detention/…) that can negatively affect the margin initially estimated

Take all measures to solve any issues preventing process completion, and if unsuccessful, immediately escalate to the CX manager, or in his absence the Area CX Manager

Monitor and ensure timely service response to any customer inquiry (within 24 hr)

Make sure all required KPI data is captured and that TrakIT is filled in timely

Coordinate with internal & external stakeholder the proper execution of operation within the KPI agreed

Provide regular/timely updates to clients as agreed

Exercise “constant care” as best policy and be committed to Maersk Cameroun SA quality concept.


Knowledge and experience in transit, import/export & Hinterland logistics operations with at least 2/3 years working in the industry

Experience with International Development Cargo is a plus

Exposure to continuous improvement techniques

Discipline, sense of urgency & proactivity

Teamwork & stakeholder management

Process Excellence & leadership

Communication Skills

A very good level of English is mandatory

Postuler (Apply for the job) sur son site Internet:—International-Development-Cargo-IDC-Focal_R15353/jt-customer-experience-international-development-cargo-idc-focal

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