Process Expert/Senior Process Expert

12 Months ago • All levels

Job Summary

Job Description

This Process Expert/Senior Process Expert role within Customer Experience at Maersk involves providing comprehensive customer services, including channel and case management, handling customer calls, onboarding, and relationship management, as well as contract and dispute resolution. The position also entails administrative support, performing skilled technical, administrative, or operational tasks, and executing specialized work. Candidates are expected to work independently, applying standards while exercising judgment within defined guidelines, and possess knowledge of standardized work routines.
Must have:
  • Provide services to customers once onboarded in the Maersk environment.
  • Manage customer channels.
  • Handle case management.
  • Manage customer calls.
  • Perform customer onboarding and relationship management.
  • Manage contracts and disputes.
  • Support others by performing skilled technical, administrative, or operational tasks.
  • Execute specialized work to support operations.
  • Work independently and apply standards.
  • Exercise independent judgment within defined boundaries and guidelines.
  • Possess knowledge of standardized work routines and methods.

Job Details

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

  • Customer channel management
  • Case Management
  • Handling Customer calls
  • Customer onboarding and relationship management
  • Contract and dispute management
  • and more.

Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.

At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems.

A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline.

Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor.

The job requires limited job and business knowledge at the time of hiring.

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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.

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About The Company

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 100,000 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.

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