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 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.

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
- Contract and dispute management
- and more.

Location - Empire Tower Bangkok, Thailand

Key responsibilities

• Manage the customer’s orders that come from multi-channel (TMS System, Email, from Maersk CS and External Customer)

• Making sure the order information is correct and reasonable.

• Add the given order that come from Email in TMS System.

• Monitor shipments and make sure that they can arrive within appoint time/agreed KPI

• Monitor billing status by coordinating with the relevant stakeholder

• Optimize transportation planning in the most efficient way for customers and stakeholders

• Ensure that all export, import, domestic and LCL requirements are maintained to ensure the timely delivery (OTD) and movement of cargo as per service delivery requirements via reporting tools

• Take the role as customer facing to ensure good collaborative relationship with customer, not limited to vendor communication as well as standard service level monitoring and control, report trends to manager and relationship liaisons.

• Execute cost saving plans in the procurement logic to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability, including efficient planning and triangulation.

• Proactively tracking shipments and notify concerned parties of relevant deviations from the transport plan (ocean, air and all mode of land trucking), including potential solutions or alternatives.

• Co-work with other requirements within Delivery and Intra by necessary instructions for improvement.

• Be fully responsible for customer satisfaction across all product offering and service.

• Willingness to go the extra mile towards the customers & with focus on providing solutions.

• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders

• Prepare and distribute daily/weekly reports and readers to ensure necessary information are communicated and understood by stakeholders/communities.

• Comply with transport guidelines & safety guidance/compliance. Notify unresolved issues to appropriate internal departments for solution.

• Support business continuity by tracking and ensuring timely responses to communications.

• Ensure correct input in transport planning and costing systems

• Coordinate with related parties for shipment details and input in system

• Perform end to end documentation and billing processes.

• Perform other assignment by manager.

Qualification:

• Bachelor’s degree or above in Engineering, Business Administration, Logistic, Supply Chain Management or related fields.

• 3-5 years of experience in Logistic, Transport operation and Freight forwarding industry.

• Excellent knowledge management, interpersonal, and communication skills

• Energetic, Well-organized, and Self-oriented

• Analytical and problem-solving skills

• Good Process understanding & digital proficiency

• Ability to work under pressure keeping quality in focus

• Strong execution mindset

• Strong Cost conscious and optimization mindset

• Excellent MS office skills (Word, Excel, Power Point)

• Good command of writing & speaking English