Lead Logistics Customer Experience and Operations Specialist

Introduction

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.

What We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high-paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Job Purpose

The Lead Logistics Customer Experience and Operations Specialist is to deliver ocean or supply chain service in line with Maersk values and policies, always maintaining a customer-centric approach. This role involves providing effective business solutions that address customer needs, and is responsible for coordination with relevant stakeholders to ensure timely resolution of customer requests within established timeframes.

Key Responsibilities

• Execute and follow SOP/IOP request for booking, documentation, emails, calls, chats or reports, while ensuring compliance with company internal processes and policies.

执行并遵循 SOP/IOP 处理订舱,单证文件,邮件,电话,在线服务或报告等请求,确保遵守公 司内部流程和政策。

• Complete tasks with a strong focus on accuracy, timeliness, and service quality, and deliver performance to contribute to business outcomes and meet particular KPIs.

提供准确,及时,高质量服务, 发挥个人绩效并为团队目标和业务成果做出贡献。

• Facilitate the sharing of best practices and experiences to drive improvements in team performance, to seek opportunity for process improvement, and propose corresponding solution within scope.

分享最佳实践和经验以提升团队绩效,寻找流程改进的机会并在范围内提供相应的解决方 案。

• Respond promptly and professionally to customer inquiries (booking, documentation, emails, calls or chats) in various channels, actively understand customer needs and deliver satisfying solutions.

及时专业地回复客户需求 (包括但不局限订舱、单证文件，邮件、电话或在线服务), 积极 了解客户需求并提供令人满意的解决方案。

• Identify and proactively communicate process deviations/safety risk to the team leader.

识别并主动向上级沟通流程偏差或安全风险。

Required Experience & Skills

• Associate degree or above.

大专及以上学历。

• 1–2 years’ experience in customer service-related industry is preferred. A background in shipping and logistics is a plus.

具有 1 至 2 年客户服务相关行业经验者, 航运及物流专业背景者优先。

• Proficient in reading, writing and communication in English and Mandarin;

熟练的中英文读写沟通能力。

• Proficient in Japanese Language

熟练的日语读写沟通能力，了解相关商业文化且口语优秀者优先。

• Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.

熟练掌握Microsoft Office 办公软件, 包括Excel, Word 和 PowerPoint。

• Demonstrates a strong customer-centric mindset with a proactive, solution-oriented approach to problem-solving.

拥有强烈的客户服务意识, 具备积极主动, 以解决问题为导向的工作态度。

• Quick learner and adaptable to new technology and process, able to perform under pressure and thrive in dynamic, fast-changing, and ambiguous situations.

学习能力强，能够快速适应新技术和新流程，能够在充满挑战和不确定性的环境中承受压 力并保持高效工作。

• A collaborative team player who actively supports colleagues and contributes to a positive and inclusive work environment.

具备良好的团队合作精神, 乐于支持同事，积极营造正向, 包容的工作氛围。

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.

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.
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