SCM Senior Customer Experience Agent

Job Description

Who We Are

Maersk is a global leader in integrated logistics and have been industry pioneers 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.

What We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Responsibilities:

Strategy

• Create customer loyalty.

• Continuously driving productivity improvements in the end-to-end process

• Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.

• Seek for upselling opportunity.

• Assist to drive sustainable growth.

Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.

• Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.

• Ensure that client KPI’s are achieved as per target.

• Own the customer experience provision and continually improve its delivery.

• Develop and maintain effective relationships with customers, key stakeholders.

Team Leadership

• Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.

• Create appropriate personal development plans for reports addressing any training requirements.

• Drive best practice sharing within the team and cross team.

• Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews.

• Regularly have the coaching and feedback.

• Visual Management Board monitoring.

Resource Planning

• Prepare for backup system and manage workloads between members.

• Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

Values

• Drive the Company Core values within the teams and act as a role model in their application.

Other responsibilities

• Assist the Customer Experience Manager with process reviews.

• Drive effective process or systems implementations or project.

• Ad hoc projects/tasks as agreed with the Customer Experience Manager.

What we are looking for:

An energetic talent who will grow along with the company, possessing the qualifications below:

• At least 02 to 03 years experience as Customer Service / Customer Experience or similar role(s) in the logistics industry

• Experience with Supply Chain Management (SCM) / end-to-end product(s) is a big plus

• Bachelor’s Degree, majoring in Logistics and Supply Chain Management is preferable

• Language proficiency: Native Vietnamese, Professional English level

• Customer-centricity mindset with a continuous improvement approach

• Excellent interpersonal and communication skills and analytical skills

• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills

• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions

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.