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The JCB Logistics Specialist is responsible to support CT Customer Experience Manager in delivering Maersk’s value proposition through excellent customer service delivery.
LS will support the account development with data driven analysis and reporting. Will generate synergies across all stakeholders and will be able to identify process gaps, needs for alignment and value creation initiatives.
As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource and support our long-term vision of integrator.
As an external party in JCB, it’s expected that you also follow our customers value and policies. You always represent Maersk.
This is a Presential work (On-Site).Responsibilities for the position
- Understand the supply chain SCM account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
- Builds and maintains long term relationship with customer, and internal operational and customer service network.
- Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Client Program Manager, KCM or Customer Experience Manager where applicable.
- Collaborate with the Global Service Centre (GSC) staff assigned to the key account.
- Maintain IOPs accordance with business changes – communicate and collaborate with CPM to update changes in SOP for processes
- Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
- Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible in presenting to the customer
- Assist and coordinate new tactical and operational project initiated by the client and/or Maersk
- Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
- Investigate EDI failure and analyses inputs to determine where/why error occurred. Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
- Attend daily and monthly operational meetings with customer and Maersk
- Update customer required and Maersk’s approved milestones in TMS daily
- Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
- Monitor cargo flow and identify demurrage situations, then work with other Maersk parties to clear them and ensure cargo keeps moving.
- Performs other position related duties as specified by management. Can’t take task from customer without Maersk review and approval. This to preserve good order.
Notes on the inhouse role:
As an external party to the CUSTOMER, employee should follow-up Maersk and CUSTOMER policies. The Inhouse must following this basic housekeeping rules:
- Shall not receive or review in person shipment delivery.
- Shall not enter production facility, to review any production failure or lack of inventory. * Not including visits to understand the operational flow.
- Shall not go to the port, terminal, rail, etc to review any problem with the cargo
- For any business travel, this must be requested to Manager for approval.
- Agreement made with customer for expected dates onsite – 5 days a week – Monday to Friday
- Working schedule agreed with customer, 7am to 4pm. No weekends.
- Although Volvo plant operates 24 hours and 7 days, Maersk onsite resource only supports as per what resonate and comply with the labor law.
- Maersk will provide after-hours/weekend support through different teams/channels. Onsite resource cannot approve or waive demurrage and detention without Maersk management review.
- Onsite resource will be updating information in customer TMS and need to take training for the system when needed
- Will periodically ask to come to Maersk office in Charlotte for training or company events.
Technical Skills & Key Competencies
- Maersk systems
- Excellent written and verbal communication skills
- Customer and people oriented
- MS Office tools, data analytics and reporting
- Team player with proven ability to work under pressure and independently with little supervision
- Visible driving force of Maersk Values and winning behaviours
- A strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills
- Knowledge of logistics market
- Focus on delivering high quality work
- Excellent conflict resolution and problem-solving skills
- Able to manage ambiguity an able to work in agile environment
Position Specifications
Operational Efficiency & Customer Service Experience Requirements
- At least 3 years’ experience in managing large Operations / Customer service teams with minimum 5 years’ experience in the Logistics sector
- Understanding of legal / commercial framework and documentation related to contracts of carriage for AIR, FCL, LCL, Intermodal transport, and international trade
- Familiarity with Maersk Policies and Processes relating to the following is preferred
- All applicable Maersk systems and processes
- Relationship Management
- Ability to work and thrive in a flexible matrix organization with focus on networking and collaboration
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Ability to influence stakeholders
- Understanding of Maersk Global and Area/ Structure
- Drive for Results
- Convey a sense of urgency and drive issues to closure, persist despite obstacles and opposition
- Passion for customer service and cost management
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities
Notes on the inhouse role:
As an external party to the CUSTOMER, employee should follow-up Maersk and CUSTOMER policies. The Inhouse must following this basic housekeeping rules:
- Shall not receive or review in person shipment delivery.
- Shall not enter production facility, to review any production failure or lack of inventory. * Not including visits to understand the operational flow.
- Shall not go to the port, terminal, rail, etc to review any problem with the cargo
- For any business travel, this must be requested to Manager for approval.
- Agreement made with customer for expected dates onsite – 5 days a week – Monday to Friday
- Working schedule agreed with customer, 7am to 4pm. No weekends.
- Although JCB plant operates 24 hours and 7 days, Maersk onsite resource only supports as per what resonate and comply with the labor law.
- Maersk will provide after-hours/weekend support through different teams/channels.
- Onsite resource cannot approve or waive demurrage and detention without Maersk management review.
- Onsite resource will be updating information in customer TMS and need to take training for the system when needed
- Will periodically ask to come to Maersk office in Charlotte for training or company events
Onsite schedule
- You need to be onsite 5 days a week Monday to Friday 7am to 4pm.
- Maersk & Volvo have agreed to have this onsite support.
- Your manager at Maersk needs to be informed at least 48 hours before any time off requests. For any other schedule changes, you need to inform your manager at least 30 minutes before start of your schedule.
Dress Code in alignment with Maersk and Volvo dress policy
Business Casual Monday – Friday:
- Customer observes the following colors: Black, Grey and White. Dark Blue and Baby Blue are often seen from leaders within JCB. Maersk logo can be used as well.
- Men: Khaki/twill pants, Corduroys and jeans, Shirts with collars, golf shirts. Women; Dresses, Skirts, Slacks, Sweaters, Blouses, Capris and Jeans
- Should not bear a logo or slogan or pictures, fishnet stocking, jogging/wind or sweat suits, shorts, miniskirts, tank or halter tops, spaghetti straps, midriff/belly shirts, mesh or see-through clothing, Plunging/revealing/tight-fitting clothing, clothing that has holes, stains or wrinkles.
- Khakis: Must be free from rips or tears.
- No Jeans
- Professional footwear: Athletic shoes, flip flops, knee high boots, slippers and casual footwear are not permitted. If your shoe has a thick rubber sole, similar to a tennis shoe it is not in compliance with the dress code.
Notice to applicants applying to positions in the United States
You must be authorized to work for any employer in the U.S.
Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the U.S. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.
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Pay Transparency Notice:
https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
