Job Purpose

Supports day-to-day customer experience and operational activities within MCL by executing standardized processes related to customer service, case management, and order handling. Ensures timely and accurate handling of customer requests while adhering to defined guidelines and SLAs. Works under supervision with the ability to apply basic judgment within defined frameworks and escalates non-routine issues to senior team members.

Key Responsibilities

Manage customer service requests through various channels (email, system tools, case management platforms).
Support order management activities including order creation, validation, and tracking.
Handle customer onboarding activities such as data validation and system updates.
Maintain accurate records of customer interactions, cases, and operational transactions.
Assist in contract management processes by ensuring data accuracy and alignment with agreed terms.
Support dispute handling by identifying discrepancies and coordinating with relevant teams for resolution.
Follow established SOPs to execute operational tasks accurately and consistently.
Monitor and track open cases to ensure timely closure within SLA timelines.
Collaborate with internal teams (warehouse, operations, finance, and customer service) to resolve issues.
Escalate non-routine or complex cases to senior team members or supervisors.
Generate basic operational and case management reports for tracking performance.
Contribute to process standardization and continuous improvement initiatives.

Accountabilities

Accurate and timely execution of customer service and operational tasks.
Effective case management and adherence to SLA timelines.
Compliance with operational procedures, customer contracts, and internal guidelines.
Maintenance of data accuracy and system integrity.

Primary Internal Stakeholders

Divisions/ Departments OUTSIDE my Function

Customer Experience / Customer Service
Finance & Compliance Teams

Primary External Stakeholders

Area & Region Team

Required Qualification, Experience & Skills

Graduate in Business / Logistics / Commerce or related field
Basic understanding of customer service and operations processes
Strong attention to detail and process adherence
Good communication and coordination skills
Ability to work within defined procedures and timelines
Basic analytical and problem-solving ability
Ability to escalate issues appropriately
Proficiency in MS Excel and basic system tools (ERP preferred)

Required Business/ Technical Knowledge

Understanding of customer experience processes and case management
Basic knowledge of logistics / MCL operations
Familiarity with SOP-driven operational workflows
Awareness of SLA-based service delivery
Basic understanding of contract and dispute handling

Key measures

Specific

SLA adherence for case management and order processing
Accuracy in transaction processing and data handling
Reduction in errors, rework, and open case backlog

Shared

Customer satisfaction / Net Promoter Score (NPS)
Process efficiency and standardization
Compliance with operational guidelines
Contribution to continuous improvement initiatives

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 [email protected].

MCL Operations Specialist

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