CX Agent - Lead Logistics (SCM)

Job Description

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

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.

CX Agent - Lead Logistics (SCM)

Key responsibilities

• Coordination with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.
• Collaborate with vendors/shippers/ Key Account Managers/ the ops team/GSC operation tower etc. for timely resolution of customer issues and queries.
• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.
• Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.
• Work with the KAMs/ Commercial team to establish and strengthen customer relationships.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Take full responsibilities and end-to-end ownership of customer shipments and issues. Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI)
• Monitor and help improve the end customer KPIs resulting in customer delight.
• Performed process component needed for SCM,
  • Purchase Order & Booking Management
  • Vendor Management
  • Carrier Management
  • Cargo Planning & Consolidation / Receiving etc.
• Accurate and timely reporting requested.

We are looking for

• Positive attitude.
• Supply Chain Management or Freight Forwarding Experience.
• Good communication & interpersonal skill and should be able to build good working relationship.
• Good command of spoken and written English.
• Good working knowledge of MS Office products including Word, Excel and PowerPoint.
• Highly result oriented & attention to detail, ready to take challenges/collaborate with cross functional teams and able to work under pressure and meet tight deadlines.
• Ability to converse with people of all levels and is well organized, efficient and effective
• Capacity to handle change, stay open to different ideas and support for positive change
• Understand work in an agile manner, High analytical / problem-solving skills

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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.