Customer Program Senior Specialist, Damco Ops

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Customer Program Senior Specialist, Damco Ops
Pasig / ManilaLocalCommercial/Sales/Business DevelopmentRef.: AP-147862
The Maersk Global Service Centers (GSCs) are the official shared service centres for the A.P. Moller - Maersk Group (APMM). We partner with APMM companies to identify offshoring opportunities and to provide efficient, effective and continuously improving process solutions. The shared service centres of APMM are offshored to three GSC locations: China, India and the Philippines. At the moment the global service centres have deployed more than 12,000 employees across the various sites.
We Offer
As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning and sharing of best practices by rewarding innovation. At Maersk, we believe in a holistic development of our employees. We frequently organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.
Key Responsibilities
Builds and maintains long term relationship with customer, the customers’ broker’s and internal
operational and customer service network.
Develops and implements long term resolutions to address customer issues
Identify area of improvement in the current process. Design and execute the solution to add
value to client and/or improve Damco service level
Act as team lead and escalation point for customer issues and questions
Act as Super-user on all key systems used within the supply chain management programs
(back office and client-facing)
Indirectly manage and lead the Global Service Center (GSC) staff assigned to the key account.
Analyze gaps between operational service levels and data output, and make recommendations
to address identified gaps.
Provide detailed analysis on errors reports.
Answer enquiries from client’s broker(s) and ensure cargo can be customs cleared on time
Coordinate with origin teams regarding weekly client operations meetings. Summarize
challenges and define a follow-up action(s) and present to the Operations Manager
Assist and coordinate new tactical and operational projects initiated by the client and/or Damco
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
Responsible for keeping the SOP up-to-date in high quality
Work with client operations manager to improve efficiency of existing business / operations
Investigate EDI failure and analyze inputs to determine where/why error occurred. Coordinate
with key systems/origin personnel to drive change where needed and improve EDI performance
Setup checking mechanism on key operations elements and monitor exceptions to reduce the
chance of service issues
Ensure compliance with applicable federal, state and local laws and regulations; adherence to
company procedures and policies.
Supports company commitment to ISO 9001, 14001, OSHAS 18001 certification
Performs other position related duties as specified by management
Who we are looking for
Education and Experience
 BA/BS required
 3-5 years of SCM or similar industry experience
 Solid SCM operations background.
 Client Management experience preferred
Technical Skills and Competencies Required
 A strong execution minded individual with strong financial technical skills, analytical ability,
good judgment and strong operational focus including an understanding of systems.
 Analytical skills
 Knowledge of logistics market
 Focus on delivering work in high quality
 Ability to work independently with little supervision
 Proficiency in Damco systems, i.e. MODS, Spective
 Good commercial awareness
 Ability to make decisions in the absence of management
 Excellent interpersonal and communication skills
 Excellent conflict resolution and problem solving skills
 A well organized and self-directed individual who is a team player.
 Ability to train, coach, evaluate and mentor
 Strong and current knowledge of technology platforms, MS Office products, and ability to
quickly adapt to new software
>Last application date: 31 October 2017.
For further information, please contact: .
Maersk Group has five core businesses which include Maersk Line, APM Terminals, Maersk Oil and Maersk Drilling and Services and Other Shipping. Through these companies and several others, the Group employs roughly 89,000 people and generated 47 billion US dollars in revenue in 2013. When the Global Service Centres (GSC) was established in 1999, the main focus was to provide off shoring opportunities and solutions to the shipping and logistics business units of the Maersk Group, particularly for Maersk Line. But as the GSCs’ competencies grew, other business units of the Group also started migrating their processes to the Global Service Centres. The GSCs are located in Manila, Philippines; Chengdu, China; and Pune, Chennai, Mumbai in India handling the service delivery and business relationship management for Maersk Group business units.