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We Offer

  • An opportunity to shape the service level Maersk Liner brands delivers to our customers across the globe
  • Exposure to senior management within CEN with broad scope and impact across GSCs, LOCs, BPOs and regional front lines

Key Responsibilities

Collect and analyze service delivery data to identify root causes, suggest solutions to stakeholders, and drive needed process improvements

  • Ensure actions plans are in motion where customer outcomes are not being met or there are opportunities to improve them
  • Collaborate with the GSC and LOC teams to ensure service delivery and customer satisfaction are as high on the agenda as cost
  • Work with LOC communities (CAP, MAR, CGO) to ensure they understand how their processes impact customer experience
  • Be the center of excellence for case management within OPSEXE to support issue resolution
  • Drive the collaboration between CUS and LOCs within regions at the design and execution level so as to maximize volume, NPS, and enhance SVD metrics

Who we are looking for

Ideal candidate has 7+ years of experience in front line LOC or CUS roles, preferably encompasses cargo execution and service delivery

  • Experience in HQ roles, process ownership/improvement and/or GSC roles will be a plus
  • An analytical mindset and can obtain key insights by looking across meta data, capable of synthesizing ideas and backing them up with action plans to drive improvements

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