Job Description
We are looking for a Booking & Documentation Process Manager to handle and improve the end-to-end booking/Documentation process for ocean shipments. The role involves managing customer bookings/Documentation, coordinating with internal teams, and ensuring smooth and timely processing with good customer experience.
Key Responsibilities:
- Oversee end-to-end shipping booking and documentation for import/export.
- Develop efficient, error-free documentation systems to meet organizational and customer needs.
- Ensure prompt confirmations and follow-ups with customers and internal stakeholders; manage exceptions effectively.
- Coordinate across operations, pricing, vessel teams, and other stakeholders.
- Monitor processes, identify gaps, and implement improvements to optimize service.
- Lead digital initiatives to enhance platform adoption and drive digitalization opportunities.
- Foster customer-focused leadership to influence positive outcomes.
- Drive cost efficiency by challenging current practices and supporting platform enhancements.
- Address customer queries, escalations, and special requests.
- Track and improve KPIs such as TAT, accuracy, end-to-end process, and satisfaction.
- Guide team members to achieve targets, coach leaders, and promote positive results.
- Collaborate with stakeholders for seamless execution.
- Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency
Required Skills:
- Knowledge of shipping, logistics, and freight forwarding
- Effective communication and coordination
- Strong stakeholder management
- Problem-solving and decision-making skills
- Ability to manage pressure and multitask
- Familiarity with booking tools, CRM, or ERP systems
- Experience leading teams, preferably large or leader-of-leaders groups
Experience & Qualification:
- Graduate degree from university with a degree in logistics and/or business administration
- Minimum 12+ years relevant experience of BPO, logistics or shipping with minimum of 5 years in a leadership position
- Experience working in a global business environment, including cultural aspects
- Proven stakeholder management experience and exposure to senior leadership, effective communication skills ensuring clear, direct and appropriate communication at multiple organizational levels
- Highly result oriented, ready to take challenges/collaborate with cross functional teams and able to work under pressure
- Capacity to handle change, stay open to different ideas and support for positive change
- Understand work in an agile manner, High analytical / problem-solving skills
- Strong Process and people leadership skills
- Proactive leader with customer service mindset
- Large scale improvement (standardization and process capability) implementation experience
Why Join Us:
- Opportunity to work in a fast-growing logistics environment
- Exposure to global shipping operations
- Career growth and leadership opportunities
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 accommodationrequests@maersk.com
