CX Agent - FinOps

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.

Key responsibilities

• Overall responsibility on customer billing on time and accuracy, as well as vendor billing.
• Coordinate all relevant stakeholder which are Customer, Customer Service, Operations, Finance, Implementation, Commercial, Product, Procurement, BCO, GSC, etc in regarding with appropriate billing activities and excellence processes.
• Ensure billing job/order will be performed and closed as per CEN KPI
• Ensure all activity related to revenue and cost are executed as per policy & compliance and being in place whenever the audit process is required.
• Monitor and ensure that all job order will be positive GP otherwise with supportive reason or approval available for those negative job order.
• Monitor billing performance for TH account and gather information, perform escalation if foresee that those jobs order will not be able on time billing.
• Well management for paperwork
• Prepare/Completed necessary report to related party, Workflow clearing.
• Develop, review and improve working procedures to maintain high standards level of billing efficiency, productivity, quality of service and reliability as per LEAN process methodology.
• Review monthly KPI result and initiate action plan to improve the result.
• Conduct billing process to optimize productivity with IT Tools.
• Work closely with relevant stakeholder to deliver great service experience to customer.
• Communicate daily billing issues to relevant stakeholder by proactively exchanging information relating, Executions, Customer Service and Sales.
• Identifies underperforming areas in billing and suggests improvements or resolutions to problems.
• Provide regular information and reports to managers and relevant stakeholder.
• Be fully responsible for customer satisfaction across Maersk product offering (own customers).
• Perform other tasks as assigned by management.

We are looking for / To be successful in this role, you should have:

• Bachelor’s degree or higher in Finance, Accounting, Logistics/ Supply Chain Management or related fields.
• At least 3 years in related field (Logistics, supply chain or freight forwarding billing and operations)
• Experience in ocean operations, transportation and accounting/finance within a multinational company.
• Basic knowledge of the Billing, Transport industry and related legal.
• Familiar with billing processes and system.
• Strong problem-solving and continuous improvement mindset.
• Organized, details and good analytical skill.
• Able to work under tight deadlines with accuracy.
• Strong coordination and communication across multiple functions for both local and oversea stakeholder.
• Ability to do prioritization and self-management to meet the target
• Good in English Communication Skill
• Good at communication, able to negotiate and persuade each other.
• Strong execution mindset
• Excellent MS office skills (Words, Excel, Power Point).

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 [email protected].