Senior Specialist - PHMNL12 - Manila - North Wing

A Maersk we are embarking on an industry-defining transformations, on a bold new direction, expanding our capabilities to become a true end-to-end logistics provider that can deliver intelligent solutions for customers around the world.

It’s a big moment for all of us – and we all have our part to play.

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

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.

The role of CoE Agent is to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process on behalf of customer logistics department in compliance with all company procedures and regulatory requirement. The first point of contact for stakeholders for daily operations activities.

Key Responsibilities:

• Manage and monitor the end-to-end shipment process on behalf of customer logistics department.

• Coordinate with various stakeholders in shipment process handling.

• Orchestrator the overall flow of an end-to-end shipment.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers.

• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.

• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow. 

• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.

• Establish and strengthen customer relationships.

• Comply to specific customer SOP and monitor respective KPIs.

• Execute reports or other tasks assigned by Team Leader/Manager.

Qualification/s:

• Good knowledge of and experience with 4PL and Supply Chain Management operations, from both origin and destination.
• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
• Stakeholder management skills and relationship building.
• Passion to drive closures & high-level customer service orientation – Customer Centricity.
• Result orientation.
• Well-organized when working under pressure.
• Team player – Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.

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.