Customer Experience Consultant

Job Description

APM Terminals

I would like to highlight the background and current status of the VCP case related to the supplier in question.

1. Billing Status
The billing activity required only the final trigger, as all pre‑work had already been completed last week. The bill has now been processed, and the PDF is expected to reflect in the system by next week. At this stage, reversal of the bill is not operationally feasible.

2. Nature of the Deviation
This case involves two clear process lapses from the supplier’s side:

• A direct breach of the agreed workflow
• Late arrival of cargo at the CFS
  

While we have previously allowed flexibility for suppliers when delays were within permissible limits—aligned mutually with H&M and Maersk—this instance differs significantly as the matter now involves global teams and a much higher level of process scrutiny.

3. Supplier Response
The email from Mr. Aman places the entire responsibility on Maersk, alleging delayed action from our side without internal verification at their end. This is factually incorrect and does not reflect the timeline of events or the proactive communication maintained by our team.

4. Importance of Upholding Process Discipline
The VCP framework is a standard and well‑established practice. We have historically extended leniency to suppliers where justified. However, this incident should serve as a reminder across the supplier base—including global stakeholders—that the established processes must be respected. Any deviation impacts timelines, costs, and overall operational predictability.

5. Way Forward
We can discuss the extent of waiver, if any, to be offered—subject to alignment with Wilbert Sir and Kirti Ma’am. Any waiver should ideally be positioned as an exception rather than precedent, given the clear process breach.

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