Process Expert

Pasig / Manila, Philippines
Last application date


- To deliver customer service in line with the Maersk brand, customer value proposition and guiding principles
- To execute the various export and import customer service processes as per global design

We offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key responsibilities

- Assist customers with their issues keeping close communication with our co-workers locally or overseas in order to ensure prompt handling of exceptions or concerns
- Read and reply to correspondences with both internal stakeholders and customers within SLAs as defined for the specific communication channel
- Propose and support initiatives for continuous improvement of Customer Service processes
- Attend to export- or import-specific processes as assigned in the team, namely:

Import-specific processes
- Complete import process, complying with SLAs and global process design
- Execute pre-arrival and import manifest process
- Facilitate completion of documentation process, closing of open export tasks
- Support with proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs
- Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms

Export-specific processes
- Complete booking process, complying with SLAs and global process design
- Conduct Vessel reconciliation and manifest process as per process design
- Facilitate completion of documentation and invoicing process
- Support with proactive activities that facilitate documentation and cargo release
- Work in close coordination with Area Partners on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms

We are looking for

- 2 years shipping, forwarding, supply chain operations
- 1 year Customer Service transactions/processes and dealing with direct customers
- 1 year coordinating with Shipper, warehouse, carriers, end customers

Additional info

Ref. AP-309476
The current times show that managing supply chain is key to responding to change and even crisis. At Maersk, this is the big opportunity and an extremely exciting time to integrate global supply chains to benefit the customer, community and lift the society in times of need. From its focus on offshoring opportunities when it was established in 1999, Maersk GSC’s competencies have since grown significantly aiming to put customers at the centre of business. Maersk GSC operates from 7 locations across the world: India - Mumbai, Pune, Chennai, Bengaluru; China ‐ Chengdu; Philippines ‐ Manila; Morocco ‐ Tangier. The GSC comprises of some of the best minds in engineering, digital innovation, finance, commercial, operations and information technology that develop innovative end-to-end solutions providing best in class customer experience.