MCL Operations Specialist

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.

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