Airfreight Customer Experience Executive (Import)

POSITION SUMMARY

The Airfreight Customer Experience Executive (Import) will be responsible for planning & executing operational activities related to Airfreight Customer Experience Operations to deliver optimal operations performance in accordance with the agreed Customer SLAs & KPIs.

The incumbent will be responsible for executing all the Value-Added Services (VAS) activities end-to-end, related with Trucking, Customs House Brokerage and other coordination subject to service scope of Air Freight. On a daily basis, this role will be required to ensure consistent, seamless end-to-end delivery of VAS operations and provide resolution of customer queries and escalations.

Who We Are

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What 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.

Principal Accountabilities 

• Be fully familiar and updated with Maersk service scopes of Air Freight, service patterns, acceptance policies and all other matters of the same nature.
• Be the first contact point to customer.
• Responsible for executing all the activities handled associated with Value Added Services including Trucking, Customs House Brokerage (CHB) and other coordination subject to service scope of Air Freight.
• Attend to e-mails promptly and not later than close of business on each day.
• Receive and confirm bookings received from vendors/customer as nominated in timely manner.
• Update Tracking file & Coordinate loading plan with customers.
• Coordinate with Freight forwarder for correction of documents and D/O exchange.
• Prepare cheque/daily transfer/cash request form and messenger instruction from to pick up DO with airlines/FFW.
• Monitor and submit documents to all stakeholder within timeline (Customer's KPI)
• Coordinate with customer for E-Payment process
• Review the readiness & accuracy of shipping document.
• Coordinate with internal/external stakeholder and ensure shipment has been delivered smoothly including planning, import license, transportation, etc.)
• Responsible for customer query resolutions and exception handling.
• Ensure vendor management within your area is carried out and properly followed-up.
• Ensure to follow Maersk’s global guideline for operations activities.
• Ensure the systems related KPIs meet requirements (timeline and correctness)
• Complete job costing, revenue and costs for the activities coordinated under control of Operation team.
• Preparing reports according to customer’s requirement (timeline and correctness)
• Report service or business failure to Team Leader/ Manager
• Provide feedback on product and process improvement to Team Leader
• Update and adhere all new procedures instructed by both internal/external parties or in latest SOP version of your assigned customers and revert to Team Leader if there is any challenge related to these new procedures.
• Work closely with Sales, Suppliers, Pricing, other support teams to archive customer’s satisfaction.
• Give package solution to customer using wide-ranged services of Maersk when required.
• Handle claim at starting level of acknowledgement and inform Team Leader for further investigation and solution.
• Communicate with internal and external Customers constructively and, in the most professional manner – instilling confidence in the Customers.
• Prepare operational reports assigned by Team Leader / Manager
• Carry out ad-hoc tasks assigned by Team Leader / Manager

Who We Are Looking For

• Minimum 01 year of working experience at similar customer-facing role(s) in airfreight industry (airline, freight forwarder, logistics service provider, etc.).
• Custom Clearance experience is a must.
• Language proficiency: Native Thais level, Business English level.
• BA in related field preferably, IATA / Dangerous Goods (DG) Certified is a big plus.
• Good communication skills.
• Customer-minded attitude is required. 
• Sense of urgency
• Proactive
• Problem-solving mindset
• High pressure-tolerant level
• Teamwork skills
• Computer literacy.
   

#LI-DNI

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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.