Maersk Việt Nam ★ 4.0

Owns and manages the end-to-end customer experience within the assigned

scope in SCM, in compliance with relevant company procedures. Typically

handles a large number of customers or larger, more complex customers,

including special needs such as booking, customs, documentation, filing,

legal, dangerous or special cargo and/or lack of e-channel use. Manages

accounts with large business impact, defined by volume and/or revenue

contribution to the Area scorecard.

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 organisation 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

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.

We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility and care for our business and our customers. We value the diversity of our talent and will always strive to recruit the best person for the job.

We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized worldwide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

Job Responsibilities

1/ Strategy

• Create customer loyalty.
• Continuously driving productivity improvements in the end-to-end process
• Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.
• Seek for upselling opportunity.
• Assist in driving sustainable growth.
  
  

2/ Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.
• Ensure that client SOP remains updated and consult with the client program manager (CPM)to adjust them to improve the process.
• Identify any scope creep and advise both the Custom.er Experience Manager and the CPM in order to address with customers
• Ensure that client KPI’s are achieved as per target.
• Where appropriate utilize individual customer KPIs to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team.
• Assist CPM by identifying and implementing business development opportunities.
• Identify and propose customer experience improvements and service deliverables.
• Own the customer experience provision and continually improve its delivery.
• Develop and maintain effective relationships with customers, and key stakeholders.
• Proactively assist with customer implementations.
• Meet /conference call with the key client manager (KCM)/ client program director (CPD)/sales team members/customers to review performance/ KPI as monthly basis.
  
  

3/ Financial Control

• Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within the agreed deadline, supplier queries to be resolved etc.)
• Record unrecoverable costs (waived charges) properly and timely based on the approval authority matrix.
• Propose process changes to remove unrecoverable costs (waived charges)
• Develop and maintain effective relationships with key stakeholders.
  
  

4/ Resource Planning

• Prepare for a backup system and manage workloads between teams.
• Identify additional team capacity and discuss with the Customer Experience Manager to assist in departmental workload management.
  
  

5/ Values

• Drive the Company values within the teams and act as a role model in their application.
  
  

6/ Other Responsibilities

• Assist the Customer Experience Manager with process reviews.
• Drive effective process or systems implementations or projects.
• Ad hoc projects/tasks as agreed with the Customer Experience Manager.
• Travel to the extent required.
• Meet customers/visitors as agreed with the Customer Experience Manager.
  
  

What Are We Looking For

• At least 02 to 03 years of experience in Customer Service / Customer Experience or similar role(s) in the logistics industry
• Experience with Supply Chain Management (SCM) / end-to-end product(s) is a big plus
• Bachelor’s Degree, majoring in Logistics and Supply Chain Management is preferable
• Language proficiency: Native Vietnamese, Professional English level
• Customer-centricity mindset with a continuous improvement approach
• Excellent interpersonal and communication skills and analytical skills
• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills
• Good analytical and problem-solving skills – the ability to look beyond the obvious and identify creative solutions
  
  

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].

SCM Customer Service Team Leader