Manager Customer Experience and Tax Governance

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

You will be responsible for:

• Implementing and maintaining process.

• Track performance for critical KPI s like SEZ endorsements availability; Exposure due to IMS invoice rejection; Issues due to system glitch etc.

• Build governance / audit mechanism, around the processes to keep the exposure low.

• Coordinate with the stakeholders to ensure invoicing logic is as per process compliance

• Handle escalations from customer and internal stakeholders

• Lead and manage the team of 4 IMS+SEZ agents

• Handle escalation on customer queries related to SEZ documentation (LOI, LOA, LUT, ARN, etc.).

• Provide support to team on managing end-to-end SEZ processes including verification of documents, filing, follow-ups, and stakeholder communication.

• Identify process gaps and contribute to automation and workflow improvements.

• Collaborate with finance, tax, AR, and customer experience teams for smooth operations.

Experience / Qualifications & Skills:

• Bachelor’s degree in Finance/Commerce (preferred).

• 5-8 yrs of experience in customer service.

• Knowledge of GST, SEZ, and basic tax compliance is an added advantage.

• Strong communication and coordination skills.

• Experience of handling difficult customers

• Understanding of India tax regulations to be able to handle customer queries / escalation preferred.

• Understanding of Maersk process (specially invoicing system and process) will be additional advantage

• Proficiency in Excel; experience with SAP/Power BI is an advantage.

• Detail-oriented, process-driven, and proactive with improvement mindset.

• Working days - Mon-Fri (Work from Office), general shift

This is a Customer Experience role supporting Finance function

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.

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  [email protected].