The role of CoE Agent is to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process on behalf of customer logistics department in compliance with all company procedures and regulatory requirement. First point of contact for stakeholders for daily operations activities.
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:
Manage and monitor the end-to-end shipment process on behalf of customer logistics department.Coordinate with various stakeholders in shipment process handling.Orchestrator the overall flow of an end-to-end shipment.Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding.Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution and response to customers. Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.Detailed preparation and submission of all documents, in a timely and accurate manner and keep the internal/external stakeholders informed of the status, ensuring to avoid adhoc charges/penalties.Able to identify possible opportunities for cross selling and other process improvement which will help CSO team in formulating value creation and gain-share activities with client. 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.Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures. Ensure avoidance of repetitive errors especially those where preventive actions have already been aligned.Work with the KCMs/Commercial team to establish and strengthen customer relationships.Comply to specific customer SOP and monitor respective KPIs.Execute reports or other tasks assigned by Team Leader/Manager.Required Education/Work Experience
2 years logistics experience (E2E)2 years customer service transactions/processes and dealing with direct customers2 years coordinating with shipper, warehouse, carriers, end customers