Process Lead

Maersk is transforming to the global integrator of container logistics and changing the face of the logistics industry by becoming first truly integrated service provider across shipping-owning ocean services landside lead logistics and forwarding

Customer experience and customer centricity are key parts of enabling the strategy.

We offer

An exciting and attractive career in a truly global environment with the possibility of continuous professional and personal development.

The primary focus of the Customer Experience teams in Maersk is to enable proactive issue resolution first contact resolution and an intuitive digital experience

The Process Lead has the responsibility for ensuring a customer centric standardized resolution process across channels.

Case and issue resolution is a significant part of the agent life and it is key that we have standardized and optimized these processes

The purpose of the role is to service our customers with greater accessibility and efficiency in order to lift the Customer Experience.

Maersk offers an agile international atmosphere with focus on high performance results and respect for our employees.

Key Responsibilities

Accountable for guiding successful email resolution which includes:

• Define a standardised resolution process leveraging the different systems available to the agents
• Ensure process and SOP consumption for our AI products
• Manage resolution process escalations
• Drive appropriate data-oriented analysis adoption of technology solutions and process improvements to achieve business goal
• Manage stakeholder communication across multiple lines of business on process changes and escalations
• Communicate and take the lead role in identifying gaps in process areas and work with all stakeholders to resolve the gaps
• Be a SME for the process and a referral point for peers and frontline
• Meet deadlines in a fast-paced work environment driven by complex software systems and processes
• Perform deep dive in the process and come up with process improvements through automations
• Collaborate effectively with product managers and subject matter experts to support launches of new process and services

Who we are looking for

Basic qualifications:

• Bachelors Degree with relevant experience of 8 years
• Excellent communication (written & oral) strong organizational skills and detail oriented
• Strong analytical problem-solving and critical-thinking skills
• Comfortable working in a fast paced highly collaborative dynamic work environment
• Willingness to support several initiatives at one time and to accept reprioritization as necessary
• Customer Experience/Service experience
• AI experience is a plus

Preferred Qualifications:

• Business Analytics experience.
• Six Sigma/Green Belt Certification
• MBA
• Resolution experience
• service cloud experience (i.e. case mgmt.)
• Exposure to working with technology teams and solving operational issues

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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