CX Agent

A.P. Møller – Maersk A/S is a Danish Shipping company, active in ocean and inland freight transportation and associated services, such as supply chain management, port operation, warehouse and distribution. The company is based in Copenhagen Denmark, with subsidiaries and offices across 130 countries and around 83,000 employees worldwide in 2020.
The purpose of this role is to coordinate the inbound and outbound shipments and serve as the single point of contact for the customer’s needs. Customer service co-ordinator act as a link between customer and multiple departments viz. Operations, Customs, Munciplaity, Dubai Chamber, Road, QHSE, WMS for ensuring the customer’s deliverables are met for small group of customers.
The customer Experience Agent requires to support the Operations team as well as Team leader in maintaining the KPI’s.

Detailed Responsibilities:

INBOUND

• Receives pre-alerts/ ASN documents for inbound shipments, organizes and checks the import shipment documents while co-ordinating with the shipping line/agents, and informing the warehouse operations team in a timely manner to ensure the effective allocation of warehouse space. Follows up for timely clearances, and co-ordinate with Trucking division to ensure cargo is received in warehouse as per schedule.
• Prepare ASN in WMS, Update the details in WMS,
• Receives confirmed put away sheets from the operations, close the ASN in WMS. Share the RCR to the customer after updating the system accurately.
• Communicates with customer for any exceptions found in documents or physical cargo receipt, report any discrepancies to avoid mis-handling of goods.
• Monitor and ensure ASN receiving and put away is completed within agreed KPI timelines

OUTBOUND

• Review the Shipping orders, generates pick sheets for outbound shipments; ensures that the correct items are picked and packed as per customer requirements and category of goods and that the pick list is verified by the Warehouse Operations responsible person
• Prepare Shipment orders in WMS, update the details in WMS, Maintain Proper tracker
• Assists in the preparation and provision to the customer of all the details regarding the dispatch of goods such as packing list, HS code summary, health certificate, FIRS, COO etc, once the shipment has been picked from the warehouse.
• Prepares and sends necessary documents to the nominated forwarding agency/coordinate with CHB for clearance process in a timely manner, If goods are not exported, arranges appropriate logistics for the delivery of goods to customers after the preparation of appropriate release documents.
• Ensure system updates once the cargo departs from the warehouse and share documents with customer

GENERAL

• Prepares necessary inbound & outbound status reports, monitor the KPI, stock movement, ageing report, billing, and any other reports as required Compliance, Manage customer daily communication.

COMPLIANCE

• Ensure the documentation required for inbound /outbound shipment is available before execution (Declaration/MOFA/MOH/FIRS/License etc)
• Update and maintain the Customs related reference number in WMS (BOE/DEC/LGP etc).
• Ensure HS code validation with WMS /Customs system is accurate

BILLING

• Prepares the job file and checks for all relevant documents, chargeable services and costs before forwarding the same to the Supervisor for final verification Ensures that all cost information is available for billing within monthly timelines
• Perform and assists in customer Billing

OTHERS

• Inform the challenges/issues as well as opportunities for improvement to the CSR/Team leader
• Any other related duties/projects assigned by the team leader from time to time to meet business needs

Qualifications & Characteristics:

• Education: Minimum Bachelor’s Degree in any discipline. Diploma holders with relevant experience may be considered as well.
• Experience:
• Minimum 3-4 years in a warehousing operation is preferred, but position is open to freshers as well.
• Prior experience in the GCC (UAE experience preferred) in the similar industry is an added advantage.
• Skills:
• Fluency in English is a must (Must be able to “Read”, “Write” and “Communicate”); Knowledge of Arabic is preferred but not mandatory.
• Strong Interpersonal skills
• Strong organizing skills
• Strong communication skills, both oral and written.
• Good organizational skills, ability to multi-task, attention to detail
• Ability to work in a team environment
• Attention to details
• Computer Skills:
• Expertise in usage of Microsoft Office tools (Word, Excel and PowerPoint).
• General know how of warehouse management system usage
• Exposure to other logistics software’s is a plus
• Able to Demonstrate:
• Desire to work in a transaction processing environment
• Clear communication-both spoken and written
• Tactfulness and politeness
• Ability to complete all tasks assigned within the timelines
• Efficient and effective output
• Team player
• Ability to multitask
• Sound ethical values

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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