CX Agent - FinOps

About the Company

Maersk is a global leader in integrated logistics operating in 130 countries with over 100,000 employees. Customer Experience roles provide services to customers once onboarded in the Maersk environment, including customer channel management, case management, onboarding, contract and dispute management.

Responsibilities

• Overall responsibility for customer billing (timeliness and accuracy) and vendor billing.
• Coordinate relevant stakeholders (Customer, Customer Service, Operations, Finance, Implementation, Commercial, Product, Procurement, BCO, GSC, etc.) for billing activities and excellence processes.
• Ensure billing jobs/orders are performed and closed as per CEN KPI.
• Ensure all revenue and cost activities comply with policy & compliance and are audit-ready.
• Monitor job orders to ensure positive GP or secure supportive reason/approval for negative job orders.
• Monitor billing performance for TH account, gather information and escalate if jobs are unlikely to be billed on time.
• Manage paperwork, complete necessary reports, and perform workflow clearing.
• Develop, review and improve working procedures to maintain billing efficiency, productivity, quality of service and reliability using LEAN methodology.
• Review monthly KPI results and initiate action plans to improve performance.
• Optimize billing processes using IT tools and communicate daily billing issues proactively to stakeholders.
• Identify underperforming billing areas and suggest improvements or resolutions; provide regular reports to managers and stakeholders.
• Be fully responsible for customer satisfaction across Maersk product offerings (own customers) and perform other tasks as assigned by management.

Qualifications

• Bachelor's degree or higher in Finance, Accounting, Logistics/Supply Chain Management or related fields.
• At least 3 years' experience in logistics, supply chain or freight forwarding billing and operations.
• Experience in ocean operations, transportation and accounting/finance within a multinational company.
• Basic knowledge of billing, the transport industry and related legal aspects; familiar with billing processes and systems.
• Strong problem-solving and continuous improvement mindset; organized, detail-oriented and analytical.
• Able to work under tight deadlines with accuracy; strong coordination and communication across local and overseas functions.
• Ability to prioritize and self-manage to meet targets; good English communication skills.
• Good negotiation and persuasion skills; strong execution mindset.
• Excellent MS Office skills (Word, Excel, PowerPoint).

Skills / Technical Skills

• MS Office (Word, Excel, PowerPoint)
• Billing processes and systems
• Reporting and KPI monitoring
• LEAN / continuous improvement mindset
• Cross-functional coordination and customer service
• English communication

Additional Information

• Work arrangement: onsite. Employment type: full-time.
• Maersk is committed to a diverse and inclusive workplace and is an equal opportunities employer.
• If you need special assistance or an accommodation during the application or hiring process, contact: accommodationrequests@maersk.com.