Manager - Customer Service

A.P. Moller - Maersk; Klang City; On-site; MYR 180,000 - 300,000; Full time

Job summary

Maersk in Klang, Malaysia, is seeking an experienced Customer Implementation Manager to lead the end-to-end onboarding of new or expanded business. You will bridge sales awards to stable operations, coordinate across geographies, and own the implementation plan from start to handover.

The role emphasizes stakeholder management, issue resolution, and timely delivery of all functions involved, while mentoring teams and ensuring a smooth transition into steady state operations.

Responsibilities

• Lead end-to-end customer implementations from award to onboarding to steady-state operation
• Bridge sales and operations to ensure smooth transition of new or additional business
• Own the implementation project plan across geographies and ensure delivery of all functions involved
• Provide guidance on governance, issue resolution, and customer satisfaction during onboarding

Job description

Customer Implementation Management leads the new customer implementation process bridging sales and operational activities (from sales award to on-boarding to stable operation), to ensure smooth transition of new or additional business into the organization. Acts as the customers' centre of gravity on implementations and issue resolution. Drives the overall implementation project plan across all geographies and ensure delivery of all functions involved. Rolls off customer accounts once the implementation phase is completed. Management stream includes those who primarily lead people for whom they have employee lifecycle responsibilities including hire/fire decisions, coaching/mentoring, coordination of tasks, appraising performance, pay reviews, and developing for future assignments. The management responsibilities are in addition to job specific accountabilities for objectives such as setting direction and developing business & operational areas, developing policies & practices, and implementing business plans. The planning horizon can vary from short to long term dependent on the career stage and goal achievement is typically accomplished through performance of direct and/or indirect reports. Progression within this stream reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities. A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes. Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution. The job requires previous work experience in a related area, or practical knowledge obtained via advanced education. Leaders at this level manage employees day-to-day and set priorities to ensure task completion.

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.
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