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Process Expert

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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.

We Offer

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.

This Opportunity

This job posting is being used to collect and evaluate your profile as an aspiring candidate in our upcoming Hiring Requirements. Only those who were phone screened by the Talent Acquisition Team on this job posting will be invited to our recruitment hub.

Key Responsibilities:

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

Assist customers with their issues keeping close communication with our co-workers locally or overseas to ensure prompt handling of exceptions or concerns.
Deliver a positive customer experience for all customers and ensure a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.
Is responsible for customer satisfaction and has experience with customer interaction.
Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders including offshore GSC teams.
Handle incoming customer services queries, issues and exception management.
May support the Customer Experience Partner and internal teams.
Attend to export- or import-specific processes as assigned in the team, namely:
- Complete import/export process, complying with SLAs and global process design.
- Execute pre-arrival and import manifest process.
- Conduct Vessel reconciliation and manifest process as per process design.
- Facilitate completion of documentation process, closing of open export tasks.
- Support with proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs.
- Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.

Skills & Competencies:

Passion to drive closures & high-level customer service orientation – Customer Centricity.
Excellent in both oral and written English communication skills, with the ability to communicate confidently for coordination with stakeholders.
Demonstrates strong communication capabilities in an international environment.
Able to work with different cultures and people, including phone calls.
Strong time management to complete tasks on time
Keen to details; a proactive attitude to foresee irregularities and propose alternative solutions.
Ability to work under pressure to cope with periods of high workload and tight timelines.

Qualifications:

Graduate of any 4-year bachelor's degree (preferably Logistics/Customs Administration)
At least two (2) years’ experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.
Excellent communication skills both written and verbal.
Knowledge of Salesforce/ SAP and MS Excel is an advantage.
Above-average stakeholder management skills.
Amenable to work during Philippine holidays
Willing to work in morning, mid or night shift and hybrid working arrangement.

Functional & Technical Competency:

Proficient in Transportation Management Systems and Cargo planning.
Advanced skills in MS Excel; with experience in reporting thru MS Excel.

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.

Average salary estimate

$37500 / YEARLY (est.)

min

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$30000K

$45000K

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What You Should Know About Process Expert, MAERSK

Are you ready to embark on a rewarding career as a Process Expert at Maersk in the vibrant city of Manila? Join our dynamic team at a global leader in integrated logistics, where we’ve been transforming the industry for over a century. At Maersk, we’re not just about logistics; we’re about people and relationships. You’ll have the chance to interact with colleagues from around the world, allowing you to grow both personally and professionally. In this role, you’ll be at the forefront of customer experience, managing relationships and ensuring smooth operations every step of the way. Your responsibilities will include managing customer communications, addressing inquiries, and enhancing the overall experience of our customers, all while collaborating with international teams. We value your unique insights and ideas, encouraging you to propose solutions that enhance our processes. As a Process Expert, every day brings new opportunities to make a positive impact and develop your expertise. You’ll work closely with internal teams to ensure an efficient shipment lifecycle, all while maintaining the highest customer satisfaction. If you have a passion for providing exceptional service and building strong stakeholder relationships, then this opportunity is perfect for you. Join us at Maersk, where together, we can shape the future of global trade and logistics while sailing towards a brighter and more sustainable future.

Frequently Asked Questions (FAQs) for Process Expert Role at MAERSK

What are the key responsibilities of the Process Expert at Maersk?

As a Process Expert at Maersk, your key responsibilities will focus on enhancing customer experience. This includes managing customer onboarding, addressing queries, and ensuring seamless communication with both local and international teams. You will be responsible for executing the import/export processes while maintaining compliance with SLAs and global standards. Your expert role will also involve proactive activities to support cargo readiness, ensuring high customer satisfaction and prompt issue handling.