Supports day-to-day CCL operational and customer experience activities by executing standardized processes related to order management, shipment coordination, documentation, case management, and customer service.
The role is responsible for ensuring timely and accurate execution of customer and operational requirements in accordance with established SOPs, customer-specific requirements, defined SLAs, and internal guidelines.
Works closely with internal and external stakeholders to coordinate operational activities, monitor shipment and order progress, resolve routine exceptions, and maintain accurate information in relevant systems.
The position operates within defined procedures and frameworks, applying basic operational judgment and escalating non-routine, complex, or high-impact issues to senior team members or the Team Lead.
Key responsibilities
- Execute day-to-day CCL operational activities in accordance with defined SOPs, customer requirements, and agreed SLAs.
- Manage customer orders and shipment-related activities, including order creation, validation, updating, tracking, and timely closure.
- Coordinate with relevant stakeholders to ensure smooth execution of customer orders and operational activities.
- Monitor shipment and order milestones and proactively follow up on pending actions, exceptions, and potential delays.
- Manage customer service requests and operational cases received through email, case management platforms, and other system tools.
- Maintain accurate and timely updates of customer, order, shipment, and operational information in relevant systems.
- Support customer onboarding and implementation activities through data validation, system updates, and adherence to customer-specific requirements.
- Identify operational discrepancies and exceptions and coordinate with relevant teams for timely resolution.
- Support basic contract and commercial requirement validation to ensure operational activities are aligned with agreed customer requirements.
- Collaborate with Customer Experience, warehouse, transport, finance, compliance, and other operational teams to ensure end-to-end execution.
- Escalate non-routine, complex, or SLA-impacting issues to senior team members or the Team Lead in a timely manner.
- Contribute to operational reporting, process standardization, root-cause identification, and continuous improvement initiatives.
Accountabilities
- Accurate and timely execution of CCL operational activities.
- Effective management of customer orders, shipments, cases, and operational exceptions.
- Adherence to customer-specific SOPs and agreed SLA timelines.
- Maintenance of accurate operational data and system integrity.
- Timely identification, communication, and escalation of operational exceptions.
- Compliance with applicable internal controls, operational procedures, and customer requirements.
- Effective coordination with stakeholders to support a positive customer experience.
- Contribution to reduction of errors, rework, exceptions, and open-case backlog.
- Effective coordination and issue resolution with operations teams handling sensitive and perishable cargo.
Required qualification, experience & skills
- Graduate in Business, Logistics, Supply Chain, Commerce, or a related field.
- Basic understanding of logistics, customer service, supply chain, cold chain or operational processes.
- Strong attention to detail with the ability to maintain accuracy while handling operational transactions.
- Good written and verbal communication skills.
- Effective stakeholder coordination and follow-up skills.
- Ability to work within defined SOPs, procedures, and SLA timelines.
- Basic analytical and problem-solving capability.
- Ability to identify operational exceptions and escalate appropriately.
- Ability to prioritize tasks in a transaction-driven operational environment.
- Proficiency in MS Excel and other MS Office applications.
- Familiarity with ERP, transportation, warehouse, case management, or logistics systems is preferred.
- Willingness to learn and work across multiple operational processes and systems.
Required Business / Technical Knowledge
- Supply Chain Planning (SCP) knowledge is mandatory.
- Basic understanding of logistics and CCL operations.
- Knowledge of accounting principles and financial processes.
- Understanding of budgeting and cost-tracking basics.
- Familiarity with transactional finance tools and ERP systems.
- Awareness of compliance and internal control requirements.
Shift Requirement
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
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