Maersk Line recruits 01 Customer Team Agent

Customer Team Agent

Cote d’Ivoire

Abidjan

Local

Supply Chain/Logistics Operations

Last application date: 7/8/2019

The Republic of Côte d’Ivoire is located in Western Africa, bordering on the south by the Atlantic Ocean. The population is estimated at 20 million with the capital city residing in Abidjan. The country is regarded as having a high level of religious freedom and diversity, with the predominant religion being Christianity, Muslim and animist.

Côte d’Ivoire boast lots of agricultural products like cocoa (1st worldwide producer), coffee, cotton, rubber, oil palm, cashew, and diverse natural resources natural gas, diamond, gold, timber, iron, etc. Côte d’Ivoire forms part of the Central Bank of West African States (of which it is the dominant economy), the West African Economic and Monetary Union and Economic Union of Central Africa (UEMOA) and the Organisation for the Harmonization of Business Law in Africa (OHADA).

The Côte d’Ivoire Cluster, which includes offices in Côte d’Ivoire, Sierra Leone, Liberia and Burkina Faso is a fast changing and dynamic collection of markets. With its head office in Abidjan, Maersk Liner business has established a strong and expanding presence in the area with an expectation for continued growth and development in the future.

Maersk is looking to hire a Customer Team Agent to join our team in Abidjan. The Customer Team Agent will be responsible to Implement and ensure continuous improvement of current/incoming Delivery projects.

We offer

We offer a position in a challenging and ever-changing environment in which you will sharpen your industry knowledge as well as your communication skills and techniques relevant to Operations and Customer Service.

Key responsibilities

• Responsible for Project implementation, continuous improvement within Delivery department, while complying with the project delivery framework

• Assess/Evaluate process against agreed standards for various teams, report process compliance to Team Managers & Area Delivery Manager for recommend changes to process compliance.

• Monitor agreed KPIs and identify root causes when targets are not met, advise Management of potential service failures and trends.

• Ensure escalation process is established to ensure consistent performance and actively seek process improvement opportunities.

• Understand impact of Delivery process on downstream processes and recommend changes to process accordingly.

• Act as a primary point of contact for internal stakeholders for Case Management and others Delivery projects related matters.

• Responsible for implementation of Case Management within the Area Delivery and coordinate with involved stakeholders of the project.

• Own distribution of all cases and enquiries to the right people/department based on advanced E2E understanding of Maersk

Delivery & Customer Service organization.

• Responsible for reporting and analyzing Case Management and others Delivery projects performance on a weekly/monthly/yearly basis.

• Work independently and assist the team by sharing knowledge and best practices.

• Constantly look for ways to improve work processes

• Assist and training to users/internal stakeholders.

We are looking for

• Passionate, energetic, driven and motivated to deliver results

• A self-starter with sense of urgency and time management

• 02 years working Experience in project management

• Shipping or logistics educational background

• Acceptable English level and fluency in French

• Good communication skills

• Good analytical skills

• Advanced Excel and Power Point skills