Landside Operations Agent

We Offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Purpose of the Role

Provide diversified inland transportation services, including trucking, railway and barge, to meet different customer's requirements. Handle internal system updates and customer requests timely in accordance with defined process. And ensure suppliers' fulfilment in daily execution without delay. Coordinate between booming business needs and evolutionary products development by collaboration with suppliers and internal teams. Collect voice of suppliers and insights into logistics industry to improve inland delivery performance and customer experience. Support volume growth, maximize profit and improve customer satisfaction.

Key Responsibilities

• Deliver key processes to improve productivity and service levels to get on time delivery

• Dispatch orders according to procurement logic with cost saving mindset while maintaining excellent standards of safety and reliability.

• Execute process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve end-to-end service delivery to customers

• Suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe

• Ensure alternatives provided are aligned with rules and regulation including local policies

• Minimize avoidable extra cost by providing alternate solution and converting demanding situation into pleasant experience.

• Capture Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience

• Handle system updates and customer requests in accordance with defined processes

• Ensure all relevant costs are timely updated in systems and ensure charges are passed on to CX team

• Share best practices and knowledge

• Geographically covers the products in PRE

What We Are Looking For

• Operational Efficiency & Customer Service Experience

• Is aware of various information about legal/commercial framework, company strategy, trends, and understanding of logistics market and competitor knowledge.​

• Strong communication skills and problem solving

• Strong knowledge across all the logistics products & services being offered in the area.

• INCOTERMS, STC, Customs Documentation, HS Code, and import/export processes.

• HSSE, Environmental Compliance

• Financial Management processes relating to invoicing / dunning, and job file profitability management

• Working knowledge of ILSE, BST

• Besides of the basic knowledge, can well demonstrate the ability to understand customer’s business / supply chain knowledge, needs and pains along with its volume pattern/seasonality.

• Able to identify and work with internal departments to provide solution for customer’s pain point.

• Willing to learn and catch up quickly when facing new problems.

• Learn and analyzes both success and failures for clues to improve. Quickly grasps the essence and the underlying message through qualified learning.

• Relationship Management

• Builds a good relationship with key stakeholders in a day-to-day working whose assistance, co-operations and support may be needed.

• Ability to work and thrive in a flexible matrix organization

• Flexible approach and appropriate communication to different stakeholders at varying level according to culture inclusive and diversity.

• Ensures that stakeholders are appropriately involved and informed in all aspects of relevant task, activity, project, issue resolution, etc.

• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

• Drive for Results

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Passion for customer service and cost

• Classifies and organizes daily tasks that require higher attention and focus. Eliminates roadblocks by focusing on risk & mitigation.

• Proactive and exhibits problem solving capabilities

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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