Maersk Group SCM Customer Experience Agent - Maersk Line Jobs in Nigeria

Key Responsibilities

Handle the end-to-end customer service delivery for the SCM customer with Key drivers such as: operational execution across products, timely delivery of documents, pro-active communication, exception management & invoicing

Create & Own IOPs, SOPs and KPIs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions

Execute booking with logistics partners
Planning and communication with our accounts, their vendors and shippers (Vendor coordination)

Lead quarterly/monthly performance discussions with the customer as well as internally

Monitor, record and report the performance with recommendations on: Service Delivery Wins, Service Failures, Improvement Areas & Action Plans

Monitor key parameters: volume growth & delivery, invoice timelines & GP realization
Working on Root causes and improving Shipper performance as per the SOP deliverables.

Timely and correct MODS update (as per procedure with GSC) –

Vendor Creation /Sales Order Confirmation/Carrier Booking Confirmation.

Customer Pricing Database - quotation database, maintenance of local charges / tariff, and credit and pricing approval.

Work with the Commercial team to establish and strengthen customer relationship

Customer Advisory System - maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.

Obtain system expert or super user knowledge in one or more of the key systems used in to support your customer’s scope of work

Claims Register - ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.

We Are Looking

For

Minimum of Bachelor's degree in relevant discipline. An MBA will be an advantage

4+ years of solid SCM/4PL work experience with proven track record across operations & executions

Possess knowledge of both Exports & Imports processes

Experience in logistics or freight forwarding operations

Experience of working with wide variety of complex operational challenges and ability to solve problems and take decisions

Ability to interface with senior leadership stakeholders within & outside the organization

Strong collaboration and interpersonal skills
Alignment with our values

An international mind-set and inclusive behaviour

An excellent command of spoken and written English.

How to Apply

For more information and job application details, see; Maersk Group SCM Customer Experience Agent - Maersk Line Jobs in Nigeria

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