Process Expert / Sr. Process Expert
Key Responsibilities Purpose of the position:
To execute the export/import customer service processes in the GSC as per Global design
To manage the export/import teams performance against KPIs and take corrective action where necessary
To contribute to teams optimal performance
To contribute to continuous improvement of processes within scope of responsibility
Coaching and development:
Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.
Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
Continuously driver to reduce waste in the CS processes, by analysing (speaking with) data and recommending improvements to relevant parties.
Export/Import customer service processes:
Handle service escalation requests from internal/external customers
Phone call/Chat attendance (when and where applicable)
Assist the export/import country Customer Service agents in handling and resolving customer requests where applicable.
Facilitate completion of booking and documentation processes
Facilitate pre-arrival and import manifest processes
Work in coordination with country port authorities, other local country CSAs and other service departments on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.
Assist customers with their issues keeping close communication with our co-workers locally in order to ensure prompt exception handling.
Deliver customer experience as outlined by HQ Centre Customer Service.
We are looking for
Bachelors Degree. ( NO BE/ B.Tech )
Service oriented and focused on managing expectations.
Sense of urgency and stress handling.
Ability to work with both internal and external stakeholders across different cultures.
Team player, empathy and superior interpersonal skills.
Proficiency verbal and written communication skills (English).
Experience in Service Industry is desired.
Good written and verbal communication skill
Customer Centric mindset ability to work under pressure with high sense of urgency
Detail oriented ability to perform processes as per predefined design with strong Service Mindset
Knowledge of global Maersk Line Customer Service systems
Has leadership/coaching and change management skills
With experience in handling Customer Service export and import transactions/processes and dealing with direct customers/forwarders/brokers will be preferred
Open to travel as and when it is needed
Strong customer knowledge
Good market and product knowledge
Attitude for excellence
Communication and building relationships
The key skills and competencies the incumbent should learn in this position.
You will gain confidence and learn the most efficient way of communicating with different Customers and Partners across the organization
You will gain a deeper understanding and knowledge of the culture and business of the countries you are responsible for
You will have in depth experience in initiating improvements in the process applying Maersk PEX methodologies.
You will be experienced in handling and developing direct reports who are potential future leaders as well
You will gain ability to read, analyse & interpret numbers/basic graphs/control charts
You will be experienced in change management.
As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We arent all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.
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- Last updated:
- Job type:
- Full time
- Position type:
- Minimum experience:
- Two years
- Compulsory Education
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