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Process Expert

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A.P. Moller - Maersk

Aug 23, 2024

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Logistics
  • Manila
  • Quick Apply

AI generated summary

  • You must be a graduate, have 2 years of customer experience, excellent English skills, be computer literate, a team player, and able to meet email and timeliness targets while identifying improvements.
  • You will ensure a smooth shipment lifecycle, enhance customer experience, manage sales pipelines, and handle service queries while building strong stakeholder relationships.

Requirements

  • Amenable to work on morning shift and can adhere to work schedule
  • Graduate of any 4-year bachelor's degree
  • 2 years customer experience/ BPO/preferred logistics and shipping
  • Excellent English communication skills in both written and oral
  • Computer literate
  • Team player
  • Able to complete minimum of 92-97 emails daily minimum
  • Able to meet the timeliness set at 4HRS and other objectives set by management
  • Able to work independently and present results of own work to the team
  • Able to identify process improvement

Responsibilities

  • Delivers a positive customer experience for all customers and ensures a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams.
  • Ensures all products and services are sold to the customer to maximize profitability.
  • Builds strong relationships with all stakeholders including offshore GSC teams.
  • Is responsible for customer satisfaction and has experience with customer interaction.
  • Understands customers' business drivers, needs and requirements.
  • Manages the sales pipeline, segmentation and accurate forecasting.
  • Handles incoming customer services queries, issues and exception management.
  • May support the Customer Experience Partner and internal teams.

FAQs

What is the primary responsibility of a Process Expert at Maersk?

The primary responsibility is to deliver a positive customer experience and ensure a smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal teams.

What qualifications are required for the Process Expert position?

Candidates should be amenable to work on a morning shift, hold a bachelor's degree in any field, have at least 2 years of customer experience preferably in logistics and shipping, and possess excellent English communication skills.

Is experience in customer interaction important for this role?

Yes, experience with customer interaction is crucial as the Process Expert is responsible for customer satisfaction and managing various customer service queries.

Are there any specific performance metrics expected from a Process Expert?

Yes, a Process Expert is expected to complete a minimum of 92-97 emails daily and meet a timeliness objective of 4 hours for set tasks.

What kind of tasks might a Process Expert be required to perform?

Tasks may include customer channel management, case management, customer onboarding, relationship management, contract and dispute management, and various administrative support functions.

Does the role require strong teamwork skills?

Yes, being a team player is essential as the Process Expert will work closely with various stakeholders, including offshore GSC teams.

Is there a specific technology or software proficiency required for this job?

Yes, candidates should be computer literate and comfortable using various software tools necessary for communication and task management.

Will the Process Expert be expected to identify areas for process improvement?

Yes, the ability to identify process improvements is a key requirement for the role.

What kind of support does Maersk provide during the application process for individuals needing accommodations?

Maersk is committed to diversity and inclusiveness and offers support for any adjustments needed during the application and hiring process. Candidates can reach out via email for assistance.

Is Maersk an equal opportunities employer?

Yes, Maersk is an equal opportunities employer and welcomes applicants without regard to race, gender, age, or any characteristic protected by applicable law.

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A.P. Moller - Maersk

Transportation
Industry
10,001+
Employees

Mission & Purpose

Maersk is a global leader in integrated container logistics, providing comprehensive shipping and supply chain services. The company specialises in container shipping, port operations, and supply chain management, helping businesses around the world move goods efficiently and reliably. Maersk's ultimate mission is to simplify global trade and make it more sustainable, enabling businesses to connect with markets across the globe. Their purpose is to drive the global economy forward by offering seamless, end-to-end logistics solutions that reduce complexity, increase efficiency, and promote environmental sustainability in international trade.