Supply Chain Management Customer Experience Agent at Maersk Line

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.

We are recruiting to fill the position below:

Job Title: Supply Chain Management Customer Experience Agent

Ref.: MA-253815
Location: Lagos

Job Description

Maersk Nigeria is currently looking to hire a Supply Chain Management Customer Experience Agent to join our team in Lagos.

Key Responsibilities

Handle the end-to-end customer service delivery for the Supply Chain Management customer with Key drivers such as: operational execution across products, timely delivery of documents, pro-active communication, exception management & invoicing
Create & Own IOPs, SOPs and KPIs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions
Execute booking with logistics partners
Planning and communication with our accounts, their vendors and shippers (Vendor coordination)
Lead quarterly/monthly performance discussions with the customer as well as internally
Monitor, record and report the performance with recommendations on: Service Delivery Wins, Service Failures, Improvement Areas & Action Plans
Monitor key parameters: volume growth & delivery, invoice timelines & GP realization
Working on Root causes and improving Shipper performance as per the SOP deliverables.
Timely and correct MODS update (as per procedure with GSC) –
Vendor Creation /Sales Order Confirmation/Carrier Booking Confirmation.
Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval.
Work with the Commercial team to establish and strengthen customer relationship
Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.
Obtain system expert or super user knowledge in one or more of the key systems used in to support your customer’s scope of work
Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy

Requirements
We are looking for:

Minimum of Bachelor’s degree in relevant discipline. An MBA will be an advantage
4+ years of solid Supply Chain Management/4th party logistics work experience with proven track record across operations & executions
Possess knowledge of both Exports & Imports processes
Experience in logistics or freight forwarding operations
Experience of working with wide variety of complex operational challenges and ability to solve problems and take decisions
Ability to interface with senior leadership stakeholders within & outside the organization
Strong collaboration and interpersonal skills
Alignment with our values
An international mind-set and inclusive behaviour
An excellent command of spoken and written English.