NDC CX Continuous Improvement team
Opportunity
The position as Subject Matter Expert offers an opportunity to support the customer experience organization with knowledge, guidance, and expertise.
If you like to be in a role where you can influence change, this is the place to be. You will be in charge of your own projects, planning and seeing them through from end to end. You will be the link between the customer, customer experience, the FPOs and tech team, and as such you have a wide area of contact points, where you can facilitate change and optimization. The scope of this role also includes support to area customer experience on the customer onboarding journey as well as integration of new business to ensure a successful introduction into our company.
There will be an expectation to drive process standardization, customer effort reduction and CX KPI improvements in the Nordic area. Furthermore, there will be a scope of training and capability building of our customer experience colleagues, along with ongoing cooperation with CEN as the local anchor for system and process related deployments.
Key responsibilities
- Project lead on SCP self-migrations, migrating existing customers from our old platforms to SCP.
-Support CX teams with training and capability building across our SCM systems and processes.
-Support the area Implementation team with new customer integration into the Maersk systems.
-Act as local anchor for SCM related deployments.
-Feed relevant CEN stakeholders with requirements and feedback based on area needs.
-Analyze and identify areas of improvement and drive/support the needed changes in process/solutions.
- Be an active contributor to the team, supporting your fellow team members and Manager - setting everyone up for success.
Accountabilities
-Improvements in customer experience and internal efficiencies incl. CX KPI improvement and customer effort reduction.
-Capability building of CX teams and local process execution capabilities
-First line of support to customer implementation
-Rolling out global and local initiatives for supply chain frontline agents
The right candidate
Show a strong Operational Excellence mindset and can maintain focus and positive mindset while working on different projects at once. You have expertise on our different SCM platforms like MODS, SCP and GCSS and show an excellent understanding of end-to-end operation and processes of Lead Logistics. The role requires a high degree of Project Management skills, where you will be leading SCP implementation projects, so you are comfortable with being in the spotlight – setting the standard for a project team. You are of course also used to having direct contact with the customers, and as a result it will be natural for you to reach out to external stakeholders to align and get involved. In our daily work it feels natural for you to speak up your mind and provide your input, making sure we deliver the best possible product to both internal- and external customers.
We are looking for
- Experience of at least 3 years in Logistics or Supply Chain Management.
-Excellent understanding and focus on customer centricity
- Experience of working with improving processes.
- Natural interest in system excellence and EDI/API
- Experience in project management along with improvement tools such as Lean, 5S, Gemba etc. is preferred but not necessary.
- Fluent in English both written and verbal communication.
-Strong influencing skills and strong capabilities to articulate a message and promote same.
- Result driven combined with the ability to achieve results through people.
- Initiative-taking mind-set
- Good Stakeholder management skills
- Candidates that are located in the Nordic countries will be preferred
We offer
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams. We will give you proper onboarding to the role before you are handed your own projects with a buddy assigned your onboarding program.
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.
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