Customer Service Agent - SCM

POSITION SUMMARY
The core purpose of this role is to provide consistent, high quality customer service for SCM Customers, who value long term relationships and buy customized processes and solutions.
The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.
This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.
This position also
• Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the SCM customers.
• Is the prime point of contact for SCM Customers as well as their first point for complaint resolution and claims handling.

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
- Contract and dispute management
- and more.

Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.

At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems.

REQUIRED KNOWLEDGE & SKILLS

• Experience in logistics industry is a big plus
• Bachelor’s degree level education in Business/Logistics or other relevant major(s)
• Languague: native Khmer, fluent English. Ability to communicate in Chinese is a big plus.
• Alignment with Maersk's values. Ardent desire to pursue a long-term career in transport and logistics.
• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment, good influencing skills
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

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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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