Process Expert

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities:

• Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

  • Customer channel management

  • Case Management

  • Customer onboarding and relationship management

• Assist customers with their issues keeping close communication with our co-workers locally or overseas to ensure prompt handling of exceptions or concerns.  

• Deliver a positive customer experience for all customers and ensure a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.

• Is responsible for customer satisfaction and has experience with customer interaction.

• Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders including offshore GSC teams.

• Handle incoming customer services queries, issues and exception management.

• May support the Customer Experience Partner and internal teams.

• Attend to export- or import-specific processes as assigned in the team, namely:

  • Complete import/export process, complying with SLAs and global process design. 

  • Execute pre-arrival and import manifest process.  

  • Conduct Vessel reconciliation and manifest process as per process design.  

  • Facilitate completion of documentation process, closing of open export tasks. 

  • Support with proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs. 

  • Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms. 

Qualifications:

• Graduate of any 4-year bachelor's degree (preferably Logistics/Customs Administration)

• At least two (2) years’ experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.

• Excellent communication skills both written and verbal.

• Knowledge of Salesforce/ SAP and MS Excel is an advantage.

• Above-average stakeholder management skills.

• Amenable to work during Philippine holidays

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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