Process Expert/Senior Process Expert

Job Description

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.

Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

The Process Expert / Senior Process Expert is responsible for timely and accurate handling of export/import documentation in line with internal procedures and service standards for SCM. The role demands strong data accuracy, stakeholder coordination, and problem-solving skills. Candidates should come from a logistics or freight forwarding background.

You will be Responsible for:

• Overseeing and executing complex operational tasks such as booking management, reporting, milestone tracking, and exception handling across multiple clients.

• Monitoring daily, weekly, and monthly deliverables, ensuring accuracy and timeliness in outputs like tracking reports, KPI dashboards, and PO trackers.

Stakeholder Collaboration

• Liaising with cross-functional teams (CX, BPM, Area PMs, Implementation, etc.) to support migrations, new business onboarding, and process transitions.

• Acting as the point of contact for client queries, escalations, and process clarifications.

Training & Knowledge Sharing

• Developing and delivering training materials for new joiners and upskilling existing team members.

• Maintaining process documentation, trackers, and knowledge bases to ensure business continuity and support BCP (Business Continuity Planning).

Performance & Quality Management

• Tracking and analysing KPIs (accuracy, timeliness, NPS, CSAT) and implementing corrective actions when needed.

• Supporting root cause analysis for process deviations and customer escalations.

• Driving initiatives to reduce AHT (Average Handling Time) and enhance FTE productivity.

Process Management & Optimisation

• Leading and supporting process mapping, documentation, and standardisation initiatives across SCM operations (import/export, reporting, milestone updates, PO management, etc.).

• Identifying process gaps and driving improvement projects, including automation and digitalisation (AI, Power Automate, Agile, reporting tools).

• Ensuring compliance with SOPs, client requirements, and internal controls.

Required Skills & Competencies

• Possessing in-depth knowledge of supply chain and logistics operations in a global or multi-client environment.

• Demonstrating advanced proficiency in MS Excel, Power BI, and process automation tools.

• Applying strong analytical, problem-solving, and process improvement skills.

• Communicating effectively and managing stakeholders across regions and functions.

• Managing multiple priorities in a high-volume, deadline-driven environment.

• Creating and maintaining process documentation, SOPs, and training materials.

Qualifications

• Any graduate with 3–5 years of relevant experience in shipping, logistics, or freight forwarding.

• Proficient in MS Excel and Power BI.

• Strong understanding of export/import documentation processes and global logistics workflows.

• Excellent attention to detail and data accuracy.

• Good verbal and written communication skills.

• Strong problem-solving, adaptability, and stakeholder management skills.

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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.