Job Recruitment at Maersk Line

Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

We are recruiting to fill the position below:

Job Title: Customer Experience Agent

Ref.: MA-269607
Location: Lagos
Category: Customer Service

Job Description

• Maersk Nigeria is currently looking to hire a Customer Experience Agent to join our team in Lagos.

He/she will be responsible to:

• Ensures that all import/export requirements are maintained to ensure the timely departure of import/export cargo as per service delivery requirements
• Reports daily movements, service failure issues and other challenges to Team Lead
• Provide proactive support to own customers across all the service channels
• Coordinate inland delivery processes
• Ensure that as a company Maersk always abides by the statutory requirements.
• Maintains data integrity through accurate inputs/updates to all related systems
• Demonstrate continuous improvement in reducing customer efforts through collaboration and data-driven approach
• Identify and provide advocacy for methods and measures to drive inland , positioning and storage costs down
• Actively own the follow up on ocean booking and L&S files to ensure we deliver as promised and proactively update customers on deviations.

Key Responsibilities
Daily Operations:

• The main responsibility of the position is to ensure a smooth operation / service delivery of all shipments
• Ensure that customers are daily updated on the status of their cargo.
• Follow local Customer Experience procedures which are in line with global SOP.
• Daily TrakIT Updates to ensure we have a record of the shipment status
• Use designated systems as the daily tools.
• Keep close track of client shipments and ensure you perform in accordance with the signed contracts and SOPs. Communicate non-conformance of service and data quality.
• Regular receipt of manifests and ensure that documentation and railing / trucking of containers is done in time.
• Receipt of Shipping instructions coordinate booking with documentation
• Coordinate the positioning of trucks for loading and dispatch of loaded and well sealed trucks to Mombasa with full documentation.
• Coordinate processing of CHB for both Exports and Imports either with Vendor or Internally.
• Ensure operational efficiencies are brought to the attention of the delivery Manager and incorporated.
• Ensure that customer service is of the highest standard

Cost Leadership and Transparency:

• Reach the best optimized operation for maximum cost saving.
• Liaise with Sales and CX to ensure all costs are correctly captured and recovered from Customer

Process Optimization:

• Identify and report potential risks and issues while implementing global delivery SOP

Customer Satisfaction:

• Maintain daily operation communication with internal and external customers, including order validation and acceptance.
• Meet customer’s satisfaction per customer service’s instruction

Problem Solving:

• Ensure all queries related to delivery from internal and external parties are attended quickly and properly.
• Respond to all enquiries via email, letter or telephone in a timely manner no later than 24 hours after receipt.
• Be punctual to work and all business appointments.
• Ensure that the Maersk Line vision and core values guide you.
• Make suggestions for improvements in all matters within your area of responsibility

Teamwork:

• Actively take part in the process of understanding the interaction and cooperation between all sections and departments, and personally use this knowledge to contribute to smooth daily tasks

Additional duties:

• Daily work order dispatch statistics.
• Timely report system error or other problems and take record.

We are Looking For

• International Shipping, transportation Planning, Logistics management, Customer Service, Communication, Sales and Leadership skills.
• Microsoft Package (Word, Excel, Power Point, Access).
• Fluent English. Writing/Speaking.

We Offer

• At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world.
• We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers.
• This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:
  • Results orientation
  • Improved commercial and leadership capabilities
  • Interaction within broader Area for best practice sharing
  • Creating network within the global organization
  • Understand market and customer drivers
  • Improve understanding of how best to generate profit for Maersk
• Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk's leadership position and contributing to the continuous success of the Maersk Nigeria organization.

Interested and qualified candidates should:Click here to apply

Job Title: Counter Team Lead

Ref.: MA-269609
Location: Lagos
Category: Customer Service

Job Description

• Maersk is looking to hire a Counter Team Lead to join our team in Lagos.
• The role of the Customer Team Lead is to own and manage the experience of Customers in all transactions at the Counter while delivering sustainable continuous improvement of that service channel.
• The Counter Team Lead is also expected to drive team engagement and implement improvement initiatives for customer experience and process efficiency.

Key Responsibilities

• Supervise the release of documents and cargo
• Ensures Counter services are delivered to customers as promised and/or proactively keep them informed of relevant deviations including proposal of solutions or alternatives.
• Proactively engage key stakeholders that provide the inputs for counter service customer experience.
• Continuously seek and implement initiatives that get the counter channel onboard the Maersk integrator journey
• Ensure proper filing discipline of all documents for ease of retrieval as may be required.
• Provide supervision for manifest process and manifest related enquiries
• Keep the team focused on making the counter channel simpler, easier and quicker for the customer.
• Drive automation and actively promote Maersk E-Com tools self-service channels.
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Requirements

We are looking for:

• Candidates should possess Bachelor's Degree
• 2-3 years experience in Customer Service or Customer facing role
• Good communication skills
• Problem solving skills with focus customer satisfaction and attention to details
• Self-motivated
• Team player
• Good organizational skills with understanding of prioritization
• Knowledge of Microsoft Office - Word, Excel, PowerPoint.
• Continuous improvement mindset.

We Offer

• An international, open and engaging working environment.
• Experience a truly value and team-based leadership
• The chance to work alongside a dynamic and motivated team of Customer Service
• A role with plenty of room to create your own impact.
• The opportunity to manage a portfolio of customers with responsibility for the end-to-end shipping process, from quoting to delivery of the cargo at destination.

Interested and qualified candidates should:Click here to apply

Application Deadline 3rd June, 2021.