Manager - Customer Service

Maersk; Subang Jaya; On-site; MYR 180,000 - 300,000; Full time

Job summary

Maersk is seeking a Senior Customer Implementation Manager to steward new customer implementations from award through onboarding to stable operation. You will act as the customer’s centre of gravity on implementations and issue resolution, coordinating across sales and operations.

You will own the end-to-end implementation plan, drive delivery across geographies and ensure all functions involved meet timelines and quality standards.

Qualifications

• Leadership experience in managing large-scale customer implementations.
• Strong project management and delivery discipline.
• Excellent stakeholder communication and alignment skills.

Responsibilities

• Lead end-to-end customer implementations from award to onboarding to stable operation.
• Bridge sales and operations to ensure smooth transition of new or additional business.
• Own and drive the implementation project plan across geographies and timelines.
• Resolve customer issues and ensure delivery of all required functions.
• Provide guidance on implementation best practices and coordinate cross-functional teams.

Skills

Leadership

Project management

Stakeholder management

Strategic thinking

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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