id: NDkwNTcwMCA3

reference: 4905700

documentId: 4905700

connectionPointId: 7

lastModificationDate: 1542201969753

stillingsbetegnelse: Commercial Liaison Manager

jobbeskrivelse:

We offer

This is an excellent opportunity to shape the service level Maersk delivers to our customers. Customers put the Maersk Brand to the test in every shipment. They will evaluate the experience based on

How well we deliver compared to the on-time delivery commitment at the time of booking

The way we can prevent disruptions to their supply chains (issue prevention) and respect the original transport plans 

The perceived quality of our response to unforeseen events by offering timely and relevant information and offering solutions/alternatives

The way we communicate why we had to make changes to the original transport plans 

The way we respond to exception requests and the quality of the resolution of issues they raise to us

We create the perception of service delivery on the customers through a combination of operational and customer Service processes which are intertwined. To consistently deliver a service which meets or exceeds what customers expect there is a need to orchestrate those processes and align cross functional teams around customer outcomes. The commercial Liaison is the custodian of the customer outcomes and engages with different teams to ensure we keep improving. 

Key responsibilities

Support Operations in the transformation journey to become a customer orientated organization. This includes, but is not limited to, the following responsibilities: 

- Make the Service Delivery performance visible at the result and process measure level and liaise with all stakeholders to ensure there are action plans in motion where customers outcomes are not being met or there are opportunities to improve them. 

- Collect and analyze service delivery data to identify root causes and suggest solutions to stakeholders. 

- Collaborate with the LOC managers to ensure service delivery and customer satisfaction are as high on the agenda as cost is and they hold their teams accountable for delivering good customer experience. 

- Work with the operations functional communities (CAP/MAR/CGO) to ensure they understand how their processes impact the customer experience and include improving customer experience in their functional priorities and targets. 

- Support the operations organization in becoming better at customer Issue Resolution Handling. Represent the operations in the Issue Resolution strategic initiative and be the center of excellence for Case Management. 

- Represent the function in front of the Center Commercial stakeholders to ensure there are good operational definitions for the deliverables which are expected from operations. 

- Own the demarcation between Customer Service and Operations at the design and execution level, ensuring both organizations deliver what it is expected of them and collaborate to maximize the number of containers which materialize (reduce downfalls) and load as planned, and that no container is left behind or stuck in transit. 

- Collaborate with the Business Process Owners to ensure the customer perspective permeates the design and performance management of the operational and customer service processes. 

We are looking for

The ideal candidate has 7+ years of experience in a front-line customer service leadership role. Experience on headquarter roles, Process Ownership or process improvement roles and/ or GSC roles will be a plus. 

You can demonstrate past cases where you were able to lead a discussion with senior stakeholders to change the way we work, resulting in customer experience improvements. 

You:
- Have passion for our customers and what we do for them. 

- Can translate customer outcomes into internal processes and understand the cause-effect relation between them. You can easily conceptualize how the company works and what different teams do. You can explain to all operators how what they do impacts the customers 

- Are a good communicator and have the ability to impact business activities and influence leaders, peers and operators. You can lead discussions where senior leaders are involved and ensure responsibility does not fall between chairs.


- Challenge status quo and are able to demonstrate continuous improvement in processes 


- Have an analytical mindset and can obtain key insights by looking at large sums of data. You are also capable to synthesize ideas and back them up with data. 

numberOfPosts: 1

jobCategoriesCodes_0: http://data.europa.eu/esco/isco/C2423

abstractJV_contact_0: Please apply using one of the specified channels

positionTypeCode: directhire

contractTypeCodes_0: fulltime

Arbejdsgiver Navn: MAERSK LINE A/S

source: DK-STAR