Feb 13, 2020

Workflow & Optimization Specialist-Customer Experience

  • Maersk Oil
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Full Time Permanent Engineering & Science

Job Description


As part of the Customer Service team, this position has direct impact on our Customers' Experience while supporting our Customer Service teams in the overall end to end processes with work distribution, stakeholder management, coordination. The Workflow & Optimization Specialist will be implementing lean methodology to improve processes and automate manual processes to increase efficiency & productivity to reduce customer efforts and overall experience.

Maersk Malaysia is proud to be one of HR Asia's Best Companies to Work for in Asia 2019 and be awarded runner-up in Employer of the Year from HR Excellence Awards 2019.

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.

Key responsibilities

- Foundational knowledge and application of Lean methodology (or equivalent) and automation using Macros.
- Efficiently distribute work to the right people/department based on advanced end to end understanding of the organization and processes.
- Manage multiple tasks in a fast-paced and agile environment.
- Deliver high-quality work and making sure consistency is sustainable.
- Constantly looking for improvements in the current processes with a 360' degree view from Customer's experience, Maersk and the market.
- Primary point of contact to engage with internal stakeholders and carry strategic discussions on collaboration.
- Work independently and drive the team to realize the ambitions and goals.
- Take full responsibility for customer experience through end to end support on customer service processes.
- Gain understanding of our customer's business and needs through commercial intelligence.
- Navigate the commercial strategic direction with the team.
- Monitor agreed service levels, identify root case when targets are not met, advise management of potential service failures, trends and impact to business and customer experience.

We are looking for

You possess strong business acumen and are data-driven - able to effectively research, gather, and analyse data, and derive recommendations and solutions that are fit for the business.

You are someone who goes All the Way through People Orientation, Customer Orientation, Agility and Collaboration.

You always see opportunity instead of a problem.

You constantly look for improvements, efficiency gains, productivity gains, challenge the status quo, and think outside the box for solutions.

You are self-motivated, able to inspire others positively and manage stakeholders effectively.

You are not afraid to fail; however, you fail fast and learn quickly to adopt new solutions in an agile manner.

You are people oriented, and you care for our team, at the same time you are always bringing the customer into the conversation to find a solution that will increase their experience with Maersk.