Process Expert

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. 

Skills & Competencies:

• Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Excellent in both oral and written English communication skills, with the ability to communicate confidently for coordination with stakeholders.

• Demonstrates strong communication capabilities in an international environment.

• Able to work with different cultures and people, including phone calls.

• Strong time management to complete tasks on time

• Keen to details; a proactive attitude to foresee irregularities and propose alternative solutions.

• Ability to work under pressure to cope with periods of high workload and tight timelines.

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

• Willing to work in morning, mid or night shift and hybrid working arrangement.

Functional & Technical Competency:      

• Proficient in Transportation Management Systems and Cargo planning.

• Advanced skills in MS Excel; with experience in reporting thru MS Excel.

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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