SCM Customer Service Associate
The core purpose of this role is to provide consistent, high-quality customer service for SCM Customers, who value long term relationships and buy customized processes and solutions.
The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.
This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize the profitability of their customers.
This position also;
- Holds the primary responsibility for customer retention and for identifying cross-sell/upsells opportunities to the SCM customers.
- Is the prime point of contact for SCM Customers as well as their first point for complaint resolution and claims handling
- Key Responsibilities
- To focus on the key Customer Service Drivers:
- Timely Delivery of Documents;
- Pro-Active communication;
- Exception Management;
- Support claim department on necessary documents;
- Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
- Support implementation lead to the implementation of new clients or innovative programs
- Ensure & monitor that bookings with vendors/shippers are executed on time
- Ensure that send quotations/ feedback timely to the customers
- Monitor responsiveness on query resolution with shippers/ Regional Program Manager (RPM) Team/ Customers
- Responsible for cross-sell/up-sell, customer retention.
- Follow up on the Outstanding bookings & query resolution
- Monitor, record and report the performance with recommendations on:
- Service delivery wins
- Service failures
- Work with the RPM Team/ Commercial team to establish and strengthen customer relationships
- Monitor on volume growth, CFS ratio, customers gross profit
- Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders
- Meet /conference call with the key account managers/ Commercial team members/customers to review customer service performance/ KPI for the list of SCM customers monthly
- KPI Measurement
- Service delivery – quality & response aligned with agreed client SLAs
- Customer Retention & Satisfaction Survey Scores
- Employee Engagement
- Cross-Sell /Up-selling leads generated
- Process improvement initiative (collaboration)
- Operational Efficiency & Customer Service Experience
- Bachelor’s degree level education in Business or other relevant disciplines with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.
- Alignment with our values.
- Track record of success in a high paced environment.
- Ambition and drive to excel together with others.
- An international mind-set and inclusive behaviour.
- Ardent desire to pursue a long-term career in transport and logistics.
- International mobility and willingness to travel.
- Excellent command of spoken and written English.
- Relationship Management
- Customer-facing and interaction skills with high-level of customer orientation
- Ability to work and thrive in a flexible matrix organization with a focus on networking & active collaboration
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Good influencing skills
- Passion for Customer Service
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities
- Core Competencies
- People-oriented that always take care of people who generate the result to the company
- Process and result oriented mind-set
- Excellent communication skills with proactive mind-set
- Well collaboration with stakeholders
- Positive mindset and friendly people
- Customer-oriented
Customer Service Executive (2 Positions)
We are looking for 2 Customer Service Executive to be based at Phnom Penh or Sihanoukville. The incumbent will be responsible as;
DEM Collection focal contact point at counter
Be the primary and first contact point for the Customer
To provide the highest level of service to the Customer
This position is under Sealand – A Maersk Company.
Sealand – A Maersk Company is a regional container logistics company that combines passionate local teams and agile-thinking with an unrivalled global network, powered by the larger A.P. Moller - Maersk family. By combining international vision with genuine local knowledge, we move our customers’ cargo quickly and efficiently across the Americas, Asia, Europe, North Africa and the Middle East. In Sealand – A Maersk Company, we create a unique culture by empowering employees. We are trusted to make decisions and take initiatives. To continue to grow Sealand – A Maersk Company, we know that it can only be done by growing together with our customers and our employees. If you want to make a difference and your mind is set on achieving outstanding results, we promise you that being part of Sealand – A Maersk Company will feel like coming home.
- Attend to customer requests and all issues related Import cargoes via call, email, fax and any possible channels within agreed timelines for DMR calculation
- Work on Freetime extension and DMR collection for customers with high accuracy and timeliness.
- Attend daily payment application
- D/O preparation and D/O release
- Closely coordinate with Finance and Global Service Centers (GSC) team for collection reconciliation
- Provide feedback for further improve
- Reach out timely to other destinations and functions in order to have timely coordination on solution offering to customers, if required.
- Coordinate within Customer Service Team on Customer Service performance improvement plan, follow up, an action plan to improvement and target achievements.
- Other tasks as assigned by Supervisor, Customer Service Manager or MCC TDO blueprint
- Working overtime as per task distribution and as required
- Participating in project implementation as an additional assignment when required
- Creating a second to none service experience for the Customer with “can do” attitudes.
- Assisting customer with selecting the right product for their needs and suggest alternatives if appropriate
- Be able to take ownership of the issues and perform problem resolution to the customer’s satisfaction. Working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership
- Respond to external and internal requests at fastest or within the expected timeline.
- Actively contribute initiatives to support process improvements
- Timely report to Supervisor, Customer Service Manager if any problems or potential problems, risks, service failure.
- To coordinate with other departments to support the Service Delivery success.
- Provide accurate, detailed and complete information “the first time and every time”.
Data Operations Associate
The position is critical in building, upgrading and maintaining the company’s service level with customers by assuring the maximum level of data quality, responsiveness and reliability. The Data Associate’s main responsibility is to ensure correctness and timeliness of all shipping information to be updated in Maersk systems. MODS is our core system, and all data must be input and maintained in a correct manner based on client’s Standard Operating Procedure.
- Work collaboratively with colleagues to ensure all requirements are in place, fulfilled and delivered with excellent KPI.
- Input, verify and monitor data/information in relevant systems which have interface connection with MODS, such as LNS, myMaersk, High Jump, and other web applications.
- Deliver operational support in response to shipment tracking; follow up if special requirement from client and destination (such as CA/US, Canada and Japan customs) is successfully met.
- Assure proper communication with internal and external customers.
- Inherit the continuous improvement concepts by continuously working to improve productivity targeting to be the benchmark for other regions.
- Ensure 100% compliance with provided SOP and/or IOP.
- Senior university student/bachelor’s degree holder in Business Administration / Information Technology.
- Excellent typing skill (with typing speed of 50-70 Words per minute).
- Knowledge and/or working experience in Visual Basic is preferable.
- Good computer literacy: Ms Word, Excel, Outlook/Email, Internet.
- Good command of English in both verbal and writing communication.
- Willing to work overtime.
Procurement Analyst
The Procurement Team in Maersk Line Asia Pacific Liner Operations is looking for a Procurement Analyst responsible for Maersk Line’s operational spend in Cambodia.
We are looking for a Procurement Analyst being responsible for procurement and contract management activities covering Cambodia, positioned within the Country Organisation in Phnom Penh, Cambodia, and reporting to Head of Inland Procurement, South East Asia in Maersk Line’s Asia Pacific Liner Operations Cluster (APA LOC) in Singapore.
Experience in logistics or supply chain operations and procurement is a necessity when applying, combined with the awareness of cost drivers will be highly valued in the selection process. It is necessary to possess experience with project management and have a solid procurement background. It is expected that candidate in previous roles has acted as project leader for cross-functional projects. The individual we are looking for must have strong communication skills, interpersonal skills through which he or she will engage a broad range of colleagues and stakeholders locally, regionally, and globally across a wide range of departments. The person will be responsible for driving key procurement initiatives and will be an integral part of the team and its ability to deliver on our ambitious goals.
- Managing logistics and supply chain sourcing for Cambodia in close collaboration with internal stakeholders to ensure alignment between costs, commercial needs and operational execution.
- Leading negotiations and coordinating Service Level Agreements between Maersk Line and its suppliers.
- Being accountable for integrating Contract Management frameworks to help ensure cost leadership, compliance and best in class supplier performance.
- Accountability for problem-solving, analytical work, and driving insights from analytical work related to procurement functions.
- Performing supplier market analysis and organising market intelligence.
- Cooperating closely with colleagues and stakeholders in all Maersk Line offices in Vietnam and Cambodia and with Portfolio Manager and colleagues within APA LOC in South East Asia.
- Some travel within South East Asia must be expected.
HR Operations Specialist (Payroll)
- Manage compensation & benefits.
- Handle payroll of all employee and outsource staff.
- Handle insurance and coordinate with suppliers.
- Prepare payroll report, overtime report and leave report.
- Ensure full compliance in all statutory requirement.
- Handle labour relations.
- Ensure that daily operations are value-added to employees.
- Partner with Business Manager in some aspect of employee program.
- Working with HRBP and HR operations for delivering the best employee experience.
- Prepare employee personal files.
- Engage in employee activities such as company trip, team building, etc.
- Possess a bachelor’s degree in business, trade, human resource or related field.
- Possess a strong interpersonal communication ability to work in a multi and diverse company.
- Independent and well-organized.
- Understand local labour law and best practices.
- With Customer Service mindset.
- Good team player with a commitment to quality and tight schedule.
- Self-motivated, flexible and able to work under pressure.
- Good command in English and computer literacy.
- Willing to learn and develop in the human resource field especially in logistics and shipping sector.
