天津招聘

Job overview purpose/summary

• The position involves providing the Export customers for the respective cluster/country with consistent, improved service levels with a focus on qualitative output. Deliver a superior, best-in-class customer experience aimed at improving Customer satisfaction.
• Actively engage with frontline colleagues to improve processes at customer end, customer behavior in order to deliver an improved service.

Key responsibilities

Performance management:

1. Ensure Export processes are executed timely with focus on delivering top notch quality as per the SOPs defined and guidelines established.
2. Monitor cluster performance against the KPIs agreed with CENCSBPO and ensure action plan is put in place where required.
3. Ensure global guidelines and processes are adhered too by the team.
4. Stakeholder Management:
5. Be the main focal point for cluster/country Export CS issues be it within GSC’s or across functions. Own the cluster/country Export CS issues.
6. Be the face of the GSC teams and ensure effective co-ordination with internal GSC CS production line teams.
7. Engage with frontline Export CS colleagues to understand VoC. Review VoP and VoC and establish joint action / improvement plans are put in place to improve customer satisfaction ie CSS.
8. Liase, co-ordinate with cross-functional teams within GSC or cluster to ensure timely completion of tasks or resolve customer complaint.
9. Liase with colleagues in Centre to drive, implement Export processes changes.

People Management:

1. Maintain shift plans and deploy resources in an optimal and effective manner.
2. Set SMART objectives for direct reports and have periodic feedback sessions aimed at providing positive feedback and establishing areas of improvement.
3. Coach, mentor direct reports and SMEs to build up a strong succession plan and self development of direct reports.
4. Identify training requirements for direct reports and ensure feedback provided to GSC CS Cluster Manager.
5. Build up a scalable, dynamic team. Identify, nurture talented individuals in the team by coaching, empowering them in order to develop them.

Continuous Improvement:

1. Continuously strive to improve Export CS processes, CSS score by identifying opportunities to eliminate, simplify and standardize.
2. Inculcate systemic thinking in the team with an ability to look at upstreamdownstream effect during decision making or implementing process changes.
3. Ensure Visual Management system is deployed effectively and is used in periodic review cycles with colleagues in frontline to identify opportunities for improvement.
4. Conduct DRM with the team and encourage best practice sharing, Kaizen initiatives.
5. Reach out to fellow colleagues/peers to keep abreast of improvement initiatives deployed in other GSC sites to capitalize on best practices.

Customer Experience sensitization:

1. Drive the team and identify solutions, industry best practices to deliver a superior and best-in-class Customer Experience.
2. Ensure Customer Experience vision of ‘Trust, Cared for and Pleased’ is foremost in all process changes initiated, performance reviews.

Skills required

1. A minimum of 5 plus year's proven experience preferably in CS processes. Experience in leading people is essential and required for this role. Any exposure in leading in ML frontline commercial teams will be an added advantage.
2. Strong leadership skills armed with decisive decision making
3. Result oriented
4. Understanding of the shipment life cycle and roles of CS, cross-functional stakeholders.
5. Customer Service background involving direct interaction with external customers
6. Customer centric mindset with focus on service orientation
7. Strong problem solving and analytical skills
8. Ability to multi-task, manage challenging deadlines and internal/external customers/colleagues.
9. Excellent communication skills both written and verbal.
10. Expertise in key ML systems such as GCSS, RKEM, MARS and MePC will be an advantage.

Maersk Group is a publicly traded corporation with some 68,000 shareholders. Our controlling shareholder is the A.P. Moller and Chastine Mc-Kinney Moller Foundation,which was set up by the company’s founder in 1953.Maersk Shares are traded on the Copenhagen Stock Exchange.

The company was founded in 1904,when Arnold Peter Moller partnered with his father in their hometown of Svendborg, Denmark to purchase a second-hand steamship.

All together, Maersk and its various business units employ about 108,000 people in some 130 countries. Our activities fall into the following main areas: Container activities, Oil and gas activities, Terminal activities.


马士基集团成立于1904年，总部位于丹麦哥本哈根，全球雇员达到10.8万人，在130多个国家设有400余个分公司。除航运业外，集团多元化的业务范围广及物流，石油及天然气之勘探和生产，造船业，航空业，工业生产，超级市场零售业和IT等范围。2011年美国财富500强中排名第144位。

工作生活方面：
法定节假日休假完全按国家有关规定执行。业务部门作息时间视业务情况另行安排。

福利待遇：
1、招聘过程中，不收取任何培训费用、保证金、押金等，不扣压员工身份证件。
2、公司为员工提供同行业内具有竞争力的工资。
3、公司除依法为员工办理五险一金外，为每位员工提供完善的商业保险。
4、公司为员工提供各种与职位相关的知识、技能培训。
5、公司竞争机制完善，为每位有才能的员工提供公平、公正的晋升机会。

欢迎有志之士加盟马士基集团，共同发展！