Elie Kerdal

Key accounts coordination

Sept 08 - May 2010 : Import department
feb 07 - august 08 : Documentation

Organisational audit of customer service department in Le Havre, Marseille (France) and in Tunis (Tunisia)

Problem solving solution developed so as to streamline the customer service process & quality (follow up with scorecards)

Assistance and support of end-users

Preparation and training in IT Systems and container business process, which involves 150 people in France, Tunisia, Algeria.

- Daily follow up of export shipments worldwide and transport plan management

- Creation of a new department dedicated to the container business trading (inter-continental)
=> Implementation of procedures and communication to our customers and traders
Number of staff increased from 2 to 5 persons in 6 months.
Integration and training of 4 persons coming from P&O Nedloyds

 Outsourcing of the documentation department
Change management: Coordination of the relationships between French and Manila offices
Management and training of local staff (20 persons)
Implementation and development of new procedures

Test cell of 3 persons so as to open up new opportunity of doing business:
 Ecommerce Channel.
Promotion of Maersk internet portal and various e.solutions (quote, booking, documentation)
Customers’ education to develop their IT skills (hotline).

Follow up of the documentation process:
- Creation and issuance of bill of lading
- Solving problems in coordination with customers and other agencies all over the world.
Managers: Michel Nguyen & Frank Dedenis