Customer Experience & Operations Specialist

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.

Key Responsibilities:

• Primary point of contact for stakeholders for daily operations activities.

• Execute, manage and monitor the end-to-end shipment process on behalf of customer supply chain operation department.

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

• Provide value creation to the customers through effective business solutions by having good business knowledge, process understanding and customer-centric approach.

• Maintain effective communication with clients, carriers, suppliers, and internal stakeholders to ensure smooth logistics operations and timely resolution of issues.

• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins and/or Service failures, providing insights and recommendations for enhancing operational efficiency.

• Responsible for cross sell/up sell, customer retention.

• 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.

• Work with the Key Client Managers / Commercial team to establish and strengthen customer relationship.

• Comply to specific customer SOP and monitor respective Key Performance Indicator/s.

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

Who we are looking for:

• Ideally someone who has at least 1-3 years experience in Global Forwarder/ Logistics service company.

• Bachelor's Degree - preferred major or minor in Logistics and Supply Chain Management.

• With strong knowledge and experience in BL, SI VGM, ISF, AMS, LCL, FCL, MS Offices (i.e., MS Excel).

• Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Willingness to learn and develop.

• Excellent in both oral and written communication skills, with the ability to communicate confidently for coordination with stakeholders.

• Detail oriented, well-organized and able to work under pressure.

• Team player with a positive and proactive attitude.

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

• Amenable to work in Ho Chi Min City, Sofic Tower, Vietnam.