Maersk Hiring for 00000000 at Pune, Maharashtra Full Time

Welcome to an exciting world of One Team Customer Service, where you will join an ambitious and expanding team of Customer Service Professionals of OTCS, an extended arm of our colleagues across the globe in the front office. This team together with the front office colleagues & Customer Service team focuses on delivering “Best in Class Service & Experience” to our global clientele. This team has an array of responsibility from understanding customer needs to exceeding customer expectations. The ultimate objective of this team is to ensure that we completely satisfy customer needs profitably & create value for us as well as our customers.

We offer

As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren’t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.

Key responsibilities

Has responsibility to work closely with the Product teams for Digitalization, Customer Obsession, Process delivery, Enhancements towards e-commerce/ digital product, managing. Develop strong relationship and teams across 5 sites. Has responsibility for service delivery as per Customer service Scorecards. Has responsibility for capacity and contingency situations across the sites.

• Have a deep understanding of the digital space and passion for continuously improving customer experience
• Have experience influencing and earning the trust of senior stakeholders and moving business teams to be agile
• Analyzes, synthesizes, and presents data in a way that is actionable for project stakeholders and executives.
• Communicates ecommerce business performance through a variety of metrics, OKRs, and KPIs, including share of search, product page performance, brand compliance across retailer channels, sales rank, and more; and
• Works cross-functionally to create automation- and process-optimization tools, leveraging the power of automation to deliver rigorous customer data.
• Possess flexibility and have a track record of delivering results in a fast-paced, highly ambiguous work environment
• GLOBAL FUNCTION – Commercial – Drive business growth and market share through ,engagement with customers. Ensure multi-functional alignment to customers’ needs.
• FUNCTIONAL AREA – Customer Service – Responsible for the daily customer interactions with the company. Enhance the level of customer satisfaction leading to increase in revenue, anticipate and solve customer problems.
• JOB FAMILY – Customer Experience – Responsible for the End-to-End Booking Process, Exception Management and Customer Onboarding to platform via email Process. Works closely with Cluster Organisations.
• CAREER STREAM – Management – Roles in this career stream are accountable for managing people, setting direction and deploying resources. Results are mainly delivered through others. These roles are accountable for business, functional or operational areas. Progression in these roles reflects an increasing breadth of transformational and managerial expertise.
• LEVEL PURPOSE – Level 5 – Provides leadership to managers, supervisors and/or professional staff. Works independently within a broad framework, with a clear level of authority. Contributes to wider decision making including the development of product experience, processes, digital marketing solutions for the product and procedures. Deep experience in having led large E-Commerce execution teams. Help analyse, develop Digitalization plans to improve online uptake, onboarding experience and full-scale digital product. Solves complex challenges based on accurate identification of underlying factors/causes and is aware of the impact of proposed solutions outside their own immediate area. Will be accountable for the performance and results of multiple related units. Develops people – coaching and mentoring to build organizational capability, talent and bench strength.

We are looking for

• Leads a team of >200 through 4-8 Direct/ Indirect Reports
• Has accountability for functional deliverables across multiple Regions
• Orchestrate all aspects of strategic ecommerce plan Influences Global process changes
• Influences senior stakeholders to change in line with the functional strategy
• Builds and enables a strong Customer Service organization for the respective clusters/countries
• Four key areas that you’ll always focus on are customer obsession, issue resolution, transformation and productivity of your department.
• Proactively identify and lead process improvement initiatives and Lean tools
• OTHER REQUIREMENTS
• Direct management experience for employees and their performance
• Experience with performance metrics and process improvement (how, when, who)
• Manages the overall user experience, including site navigation, content development, checkout funnel, and promotional campaigns.
• Professional experience in the business-to-business (B2B) and business-to-consumer (B2C) digital retail market a plus.

CAREER STREAM SPECIFIC HIGH – IMPACT EXPERIENCES

Within the management career stream, the following High Impact Experiences can also help you build your career.

• Providing Full digital experience to customers
• Lead disruptive transformation
• Lead virtual teams

The current times show that managing supply chain is key to responding to change and even crisis. At Maersk, this is the big opportunity and an extremely exciting time to integrate global supply chains to benefit the customer, community and lift the society in times of need. From its focus on offshoring opportunities when it was established in 1999, Maersk GSC’s competencies have since grown significantly aiming to put customers at the centre of business. Maersk GSC operates from 7 locations across the world: India – Mumbai, Pune, Chennai, Bengaluru; China ‐ Chengdu; Philippines ‐ Manila; Morocco ‐ Tangier. The GSC comprises of some of the best minds in engineering, digital innovation, finance, commercial, operations and information technology that develop innovative end-to-end solutions providing best in class customer experience.

India Pune Local Commercial/Sales/Business Development

Last application date: 21/1/2022