Career Opportunities at Maersk Line

Opportunity

The Area Execution CX Manager is responsible for the successful execution of local products business in the Southern Africa and Islands Area. Planning and executing across brands, at lowest possible cost, while delivering on the customer promise. Continuous Improvement around processes and the resultant change management is crucial in the dynamic environment we operate in.

Who are we looking for? An established leader to guide a diverse Execution team covering multiple geographies as well as products which currently covers Landside Transportation, Customs House Brokerage (Ocean and Air) as well as Cold Chain. The ideal candidate has a growth mindset for both people and the business, possessing strong financial and business acumen, a process and change mindset as well as an ability to manage stakeholders.

What we Offer:

• Maersk offers exciting career opportunities in a truly international working environment. When you join Maersk, the world becomes your workplace.
• A career at Maersk means working in a culturally diverse, high-spirited and performance stimulating environment where everything we do is centered around our customers.
• You’ll be part of a rich heritage and an ambitious logistics company that aims to be an inspiring and challenging place to work. You will feel the dynamics of our international business from day one.

Responsible for

• Successful execution of all activities under the Execution Team umbrella.
• Vendor Management Activities including performance management, end to end upon signature of the procurement contract.
• Can be expected to engage with customers for Execution related capabilities alongside Sales and Customer Experience colleagues when offering solutions.
• Legal compliance related to Customs regulations and AEO obligations
• Drive collaboration between cross-functional teams in scope of CX
• Apply products direction setting

Performance improvement

• Identify process gaps and be actively involved in working to improve productivity and service levels to get on time delivery and proactive notification to customer
• Strong focus on the components surrounding ESG (Environment, Social and Governance)
• Where applicable, improve the asset utilization of key transport modes including contracted rail and truck networks
• Drive process optimization for non-physical products
• Drive process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations and improve End to End service delivery to both external and internal customers

Build and develop a strong team

• Actively drive our Area Capabilities framework as a non-negotiable and align the findings/needs to those of the business and customers
• Empower the team to suggest alternate viable solutions and actively resolve customers complaints or process gaps within the stipulated timeframe
• Share best practice and knowledge within the team. Encourage the team and lead by example via visibility on global platforms, staying up to date on developments within Maersk.
• Actively drive our Diversity, Equity and Inclusion Agenda

Who we are Looking for:

• Experience within Logistics & Services in a leadership position for at least 3 to 5 years;
• Strong operational background and execution excellence attitude;
• Proven leadership skills and ability to create followership;
• Excellent stakeholder management and communication skills and set focus/direction;
• Strong P&L experience, anticipates future performance delivery and factors this into overall strategy;
• Strong financial and business acumen;
• Continuous improvement mindset and Change management expertise;
• Ability to challenge thinking with strong reasoning and ‘buy in’ skills.

Our recruitment process:

Please apply before the 6th November 2022

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Opportunity

Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society.

Maersk has an exciting opportunity available and is in search of high potential individuals to join our Supply Chain Management Learnership Programme for People with Disabilities for the 2022/2023 intake.

The one- year program includes a combination of classroom-based learning and practical on-the-job experience, supported with coaching and mentoring. The learning modules include purchasing procurement & supply, strategic supply chain management, distribution and logistics management.

The successful candidates will be based within a world class environment in one of our South African offices and will have the opportunity to gain workplace experience and skills. Gaining exposure to develop a market driven, operational focussed and customer centric mindset in our day to day business.

Key Responsibilities

The successful candidates will fulfil support responsibilities in various functions within the business. The responsibilities will be critical to the successful running of the function and as such an accelerated and practical work experience is guaranteed.

Eligibility Criteria

• Grade 12 certificate
• South African citizen
• Between the ages of 18-30 years
• Currently unemployed
• Confirmed as a person with a disability by a medical practitioner
• A positive attitude
• Resilience & commitment to the programme

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Opportunity

CONTINUOUS IMPROVEMENT PARTNER SOUTH AFRICA

WE OFFER

This role is to drive continuous improvement and support performance management in the Area CX. This includes anchoring and facilitating project prioritization as well as ensuring readiness in support of CX Leaders and their teams.

KEY RESPONSABILITIES

• Responsible for the acceptance and application of global standards in local CX teams, including change management
• Open and constructive challenge of standardization practice that does not facilitate customer quality, increase efficiency and a digitization agenda
• Support Area CX Manager on defining complementing local metrics to the global KPIs and ensure performance management cycles are in place and followed up across CX
• Coordinate and review all functional excellence (CEN) activities in Area and develop change management strategies to ensure successful implementation and adoption of changes
• Promote continuous improvement mindset in the CX teams in coordination with GSC Supporting teams via application of LEAN techniques/tools
• Identify current process and/or CX Gaps and propose solutions to improve CX outcomes across assigned business area
• Co-create or facilitate TIP (Tactical Improvement Plan) with quantifiable savings in cost or effort; or improvement to ‘Customer-felt KPIs in Ocean or L&S"
• Own and drive Standard work cycles (e.g., MOS)

WHO ARE WE LOOKING FOR

• High school diploma
• 3-5 years’ previous experience in customer service
• Exceptional organizational and time management skills, with a strong attention to detail
• Lean/Six Sigma Qualification (preferred)
• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints
• Strong Process improvement & Project Management skills  (certification preferred)
• Strong communication and stakeholder management skills
• Excellent understanding of customer requirements and customer focus
• Highly structured and analytical including data modelling skills
• Strong influencing skills
• Result driven combined with the ability to achieve results through people
• Self-starter and effective change agent

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Opportunity

IMPROVEMENT PARTNER – CUSTOMER INSIGHTS & MASTER DATA

WE OFFER

This role is to drive the local implementation and execution of all customer experience initiatives as aligned with regional and global customer experience drive. This includes anchoring a customer centricity mindset within the Area, to have customer obsession as the norm and to achieve the Net Promoter Score ambition

KEY RESPONSABILITIES

• Execute and analyze customer feedback to evaluate customer experience and develop a thorough understanding of customer needs and identify pain points
• Partner to drive projects to improve the customer experience and key metrics
• Dissect customer journey obstacles and tackle them in a methodical manner to overcome them effectively.
• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
• Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
• Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends.
• Create appropriate tools (i.e., project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups and regular reporting of customer impacting issues.
• Be the Area expert in managing workflows within the Customer Master Data (CMD) platform
• Support local enquiries related to any customer master data activities or challenges
• Handle concern mapping change requests to ensure compliance of concern SOPs, coordinate with concern sales owner and respective local sales ops as the escalation point
• Handle exceptions according to business rules and CMD SOPs
• Maintains top-notch data quality in CMD
• Participate UAT with new technological solutions to improve data quality via automation
• Ensure data compliance with global, region, and country standard
• Analyze and identify areas of improvement, and support implementation of changes/improvements in CMD
• Promote and guard business processes & data quality awareness and compliance.

WHO ARE WE LOOKING FOR?

• High school diploma
• 3-5 years’ previous experience in customer service
• Exceptional organizational and time management skills, with a strong attention to detail
• Lean/Six Sigma Qualification (preferred)
• Continuous improvement mind-set and right sense of urgency capable to understand bigger picture of priorities and global constraints.
• Strong Process improvement & Project Management skills  (certification preferred)
• Strong communication and stakeholder management skills
• Excellent understanding of customer requirements and customer focus
• Highly structured and analytical including data modelling skills
• Strong influencing skills
• Result driven combined with the ability to achieve results through people
• Self-starter and effective change agen

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Opportunity
Would you like to be part of a value driven, commercially oriented international environment where we enable global trade every day? The Reefer Export Operations manager is responsible for a team of operational planners who are accountable for logistics operations and delivery of the various milestones associated with the export of refrigerated cargo out of the Southern Africa.

WHAT WE OFFER

At Maersk we believe that a long-term successful career happens when there is a match between what you are passionate about, what you are good at and what is needed by our business. A successful career will include a variety of experiences that stretch you, bring you out of your comfort zone and offer you an opportunity to learn and grow in ways that also build our business. Attractive package with benefits to reflect candidate's skills and experience.
KEY RESPONSIBILITIES

Plan and execute effective work balancing to ensure performance adherence to strict deadlines

• Monitor processes and performance against established KPIs and targets to meet our intended customer experience, while maintaining our business requirements and operations.
• Ensure customers are handled timely and with constant care.
• Be the first point of escalation for any problems or issues encountered by any customer or member of the team.
• Drives the team's performance including customer experience delivery.
• Ensure the role competencies and requirements within the team are maintained from both the perspective of operational execution, back-up and contingency coverage.
• Conduct monthly coaching sessions and periodic performance review sessions with team members.
• Ensure that each team member has the required training with respect to systems & soft skills to handle their tasks efficiently & professionally.
• Drives commercial intelligence within own team.
• Attends regular or ad-hoc joint sales calls with sales teams to provide better service to customers.
• Drives continuous improvement and team efficiency.

Provides support to global, area and local initiatives and projects.
WHO WE ARE LOOKING FOR

Excellent management and leadership ability.

• 5-10 years of relevant work experience including detailed knowledge of business processes within the perishable export operational environment
• Cross-functional end to end perspective and commercial mindset.
• Customer Focus.
• Performance Driven.
• Ability to work under pressure and meet deadlines.
• Strong ability to manage stakeholders.
• Supply Chain Management with focus on perishable operations.

Cost Management.
Operational protocol management within the perishable export industry.
Additional info
Ref. R36909
Logo
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 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