Maersk est une société intégrée de logistique de conteneurs qui s’efforce de connecter et de simplifier les chaînes d’approvisionnement de ses clients. En tant que leader mondial des services de transport maritime, l’entreprise est présente dans 130 pays et emploie environ 70 000 personnes. Grâce à une offre simple de produits et de services numériques de bout en bout, à un engagement client sans faille et à un réseau de livraison de bout en bout supérieur, Maersk permet à ses clients de commercer et de se développer en transportant des marchandises n’importe où – dans le monde entier.
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Poste 1 : Customer Experience – International Development Cargo IDC Focal
Opportunity
The International Development Cargo/IDC – Aids & Relief Focal is responsible for our customer in this category. From big international organizations to NGOs operating in Cameroon and within the Hinterland corridor. This is an exciting opportunity to drive customer experience throughout the end to end export process.
Job Purpose
- Drive customer experience from the opening of files – Prealert untill the delivery of the documentation
- Lead end to end process of IDC files: execute, support and supervise daily operations tasks related to IDC business in all the corridors – Hinterland, Cameroon Import, Export, air freight, shipments, in accordance with agreed procedures with Aid & Relief/Damco Denmark, so as to deliver results within specified transit time.
Principal accountabilities/responsibilities
- Support sales in growing our IDC business and customer retention by service delivery
- Manage a portfolio of IDC customers and be fully accountable for their experience
- Ensure proper Customer onboarding to ensure collaboration throughout the export process
- Drive customer experience throughout the end-to-end process
- Be the focal point of contact of customer from the prealert until the delivery of the file
- Proactively advise all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms
- Prevent and avoid any possible additional costs (storages/demurrage/detention/…) that can negatively affect the margin initially estimated
- Take all measures to solve any issues preventing process completion, and if unsuccessful, immediately escalate to the CX manager, or in his absence the Area CX Manager
- Monitor and ensure timely service response to any customer inquiry (within 24 hr)
- Make sure all required KPI data is captured and that TrakIT is filled in timely
- Coordinate with internal & external stakeholder the proper execution of operation within the KPI agreed
- Provide regular/timely updates to clients as agreed
- Exercise “constant care” as best policy and be committed to Maersk Cameroun SA quality concept.
Requirements
- Knowledge and experience in transit, import/export & Hinterland logistics operations with at least 2/3 years working in the industry
- Experience with International Development Cargo is a plus
- Exposure to continuous improvement techniques
- Discipline, sense of urgency & proactivity
- Teamwork & stakeholder management
- Process Excellence & leadership
- Communication Skills
- A very good level of English is mandatory
Poste 2 : Area Contract Logistics Continuous Improvement Specialist
Opportunity
Analyses and identifies areas of improvement, and supports
implementation of changes/improvements in relevant functional areas.
Identifies performance improvement initiatives for the assigned process.
Is accountable for support and implementation of transformation
projects.
Takes responsibility for data collection, analysis and reporting.
Addresses critical issues and offers solutions for reliable and error-
free service.
Ensures adherence to governance.
Ensures end -to-end service quality, productivity and process capability
through business practices, process and technology changes.
At Maersk, we are accelerating our logistics & services products to become the global integrator of container logistics and looking for team players to help us execute our process improvement initiative for Contract Logistics services. We are looking for a Contract Logistics Continuous Improvement Specialist reporting to the Contract Logistics Development Manager in the Northern West Africa (NWA) Area Product team:
Key responsibilities
- Develop best-in-class Contract Logistics processes and standards in the NWA Area (Warehousing, Distribution, Depot and Cold Storage processes)
- Study/map out current processes, identify gaps, ideate on improvements opportunities, and implement solutions to improve processes by leveraging Lean Principles or Six Sigma methodology
- Collaborate across Product and Execution to ensure strong change management culture while driving these continuous improvement changes
- Support Product team to develop and implement KPIs in order to support performance management in the Area across Contract Logistics
- Drive and implement global initiatives for smooth handover to execution team
- Develop Subject Matter expertise (SME) in Contract Logistics processes
Requirements
- 3-5 years of experience working in Logistics and Supply Chain Management
- Basic Lean principles or Six Sigma methodology knowledge
- Basic physical logistics and warehousing processes knowledge
- Process improvement & Project Management skills
- Experience developing Standard Operating Procedures (SOP) or Standard Work Instructions (SWI)
- Experience working with a Warehouse Management System (WMS)
- Strong collaboration, communication and change management skills
- Self-starter, fast-learner and ability to work under minimal supervision
- Strong data analysis and MS Office skills
- Strong English speaking and writing skills
- Fluent in French and Wolof
