Team Manager, OTC

Full time
PHMNL12 - Manila - North Wing
Posted 4 Days Ago

Opportunity

Has responsibility for independently handling Customer Service tasks
and interacting with both internal stakeholders and clients/Shippers.
Plays an active role in resolving process related issues, training and
coaching of new team members and supporting the Team Lead on a regular
basis.

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.

We Offer

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:

- 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

- 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

- 4 years shipping, forwarding, supply chain operations
- 2 years customer service transactions/processes and dealing with direct customers
- 2 years coordinating with shipper, warehouse, carriers, end customers

Additional info

Ref. R2591
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A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.