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 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.
A. 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.
B. KEY RESPONSIBILITIES
1. Develop 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 maximising income opportunities
Seek for upselling opportunity
Monitor volume growth and CFS ratio
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 the client SOP remains updated and consult with the client program manager (CPM) to adjust it to improve the process.
Identify any scope creep and advise both the Customer Experience Manager and the CPM in order to address with customers
Ensure that client KPI’s are achieved as per target
Where appropriate, utilise individual customer KPI’s 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, key stakeholders
Proactively assist with customers’ implementations
Meet /conference call with the key client manager (KCM)/ client program director (CPD)/sales team members / customers to review performance/ KPI a monthly basis
3. Team Leadership
Engage with team members based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.
Create appropriate personal development plans for reports, addressing any training requirements
Drive best practice sharing within the team.
Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews
Drive a constant review of work processes, implementing improvements and outsourcing relevant activities to the GSC
Regularly have coaching and feedback
Visual Management Board monitoring
4. Financial Control
Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
Record unrecoverable costs (waived charges) properly and timely manner based on the approval authority matrix.
Propose process changes to remove unrecoverable costs (waived charges)
Develop and maintain effective relationships with key stakeholders
5. Resource Planning
Prepare for the backup system and manage workloads between teams.
Identify additional team capacity and discuss with the Customer Experience Manager to assist in departmental workload management
Values
Drive the Company values within the teams and act as a role model in their application
6. Other responsibilities
Assist the Manager with process reviews
Drive effective process or systems implementations or projects
Ad hoc projects/tasks as agreed with your manager
Travel to the extent required
Meet customers/visitors
C. WHO ARE WE LOOKING FOR
Bachelor’s degree in Business or Supply Chain Management, or other relevant majors.
Have at least 6 years of work experience with 2 years of experience in team management roles. Experience as a Customer Service Manager is highly desirable.
Strong ability to foster and maintain client relationships.
Commercial Acumen: Comfortable with physical customer visits for escalations, quarterly business reviews (QBRs), or ad-hoc business implementations.
Ability to work and thrive in a flexible matrix organization with a focus on networking & active collaboration.
Excellent communication skills with a confident demeanor in both Vietnamese and English. Chinese speaking skill is a plus.
Proven ability to effectively manage and engage with stakeholders at all levels.
High level of customer orientation and interaction skills.
Passion for driving solutions and achieving closures.
Strong planning abilities and the capability to work under pressure to meet deadlines.
Well-organized when working under pressure
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.
