Workflow Specialist

In this position, you will have direct impact on our Customer's Experience
while supporting Customer Service teams in overall end to end processes with
case distribution, stakeholder management and coordination. You will act as a
key part of Customer Service teams with high level exposure and visibility
across the cluster. Your work will be key to understand important patterns and
pulse of the organization.
Workflow Specialist
At Maersk, we have a vision larger than the ocean: to be a true integrator of
container logistics connecting and simplifying our customers' supply chain. We
count on our people to make it happen. Besides focusing on creating value for
our customers and the business, a key priority for us is to drive personal and
professional development for our people to prepare for further career
progression. We value the diversity of our talent and will always strive to
recruit the best person for the job.
Key Responsibilities:
* Efficiently distribute customer cases and enquiries to the right people/department based on advanced E2E understanding of Maersk Customer Service organization.
* Take full responsibility for customer experience by supporting the end-to-end customer service process in compliance with all company procedures and regulatory requirements for Import/Export areas.
* Gain understanding of our customers' business through commercial intelligence.
* Support the team in managing commercial strategic direction.
* Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and trends.
* Manage multiple tasks in a fast-paced environment.
* Deliver high-quality work while adhering to procedures and making sure consistent standardized responsibilities are conducted including dealing with escalations.
* Constantly look for ways to improve work processes with ‎360-degree view of our customers, the market and Maersk processes.
* Act as a primary point of contact for internal stakeholders by building strong and lasting relationships.
* Work independently and assist the team in realizing the team ambitions by sharing knowledge and best practices.
We Are Looking For:
* University Degree, max. ‎1 year of experience.
* Excellent knowledge and understanding of the Cluster/Country Customer Service Organization and processes.
* Sense of accountability and responsibility, comfortable with working independently.
* Passionate for Customer Experience and Improvements.
* Strong detailed approach when working with cases.
* Self-starter and result oriented with a can-do attitude.
* Excellent skills at building rapport with various stakeholders.
* Process understanding and digital proficiency.
* Strong interpersonal and communication skills.
* Pro-active and understanding the necessity of making things right the first time.
* Able to work with different priorities and tight deadlines.
* Analytical mindset.
* Comfortable with multitasking.
* Advanced level of English and Arabic.
* Proficient in MS Office Programs.
We offer:
This is an exciting career opportunity in an international, challenging
business setting known for diversity and high paced environment. You will get
to focus on creating valuable relations with current and new customers and
work with highly professional teams in an environment where you will be
valued, recognized, and well rewarded. You will work with amazing and diverse
colleagues with a deep sense of commitment to live Our Values and together, go
all the way for our customers, society and for each other.