OL 211: Milestone Two: Employee Development Processes, management homework help
OL 211:
Milestone Two: Employee Development Processes
1. Case Study: Analysis of Case Study: A.P. Moller-Maersk Group: Evaluating
Strategic Talent Management Initiatives.
2. Job Posting: Customer Service – CARE Business Partner
3. SHRM Power Point presentation and its note pages: Unit 6: Training
Methods, Experiential Learning and Technology
Instructions: You will write and submit on
time, a 2-3 page written document that will include the five sections
identified below:
Section One:
• Illustrate
(Explain) the value of a training needs assessment in an organization in
general, supporting your response (with reference material).
Section Two:
• Describe the
components of a needs assessment used to determine the training requirements of
a Customer Service – CARE Business Partner in Maersk.
Section Three:
• Describe the
importance of creating Specific, Measurable, Achievable, Realistic, and
Time-oriented (SMART) objectives for a training plan.
Section Four:
• Explain the
importance of developing learning activities for a Maersk Customer Service –
CARE Business Partner training program.
Section Five:
• Describe how
you would incorporate adult learning principles and methods of experiential
learning from this OL 211 course into the Maersk Customer Service – CARE
Business Partner training program.
Writing
Mechanics per APA:
·
In
addition to your two - three-page written paper, include a title page and a
reference(s) page.
·
Use
12-point Times New Roman Font; Double space; One-inch margins.
·
Citations
formatted according to APA style
·
Writing
is free of errors and written in a professional and easy to read format
OL
211: Customer Service-CARE Business Partner Job Posting
Maersk Line is the world’s largest container shipping
company, known for reliable, flexible, and eco-efficient services. We provide
ocean transportation in all parts of the world. We serve our customers through
374 offices in 116 countries. We employ 7,000 seafarers and 25,000 land-based
employees and operate 580 container vessels. We market our services through the
following brands: Maersk Line, Safmarine, MCC Transport
(Intra-Asia), Seago Line (Intra-Europe), Mercosul (Brazil), and SeaLand (From
2015 Intra-Americas).
Maersk Line, the global containerized division of the Maersk
Group, is dedicated to delivering the highest level of customer-focused and reliable
ocean transportation services. Our vision, built from a strong heritage of
uprightness, constant care, and innovation, has guided our business operations
since the first Maersk Line vessel sailed in 1904. By remaining committed to that
vision we have expanded our business to become the world’s largest ocean
carrier. And we are consistently recognized as the most reliable container
shipping company.
We are looking for a Customer Service CARE Business Partner
in our Charlotte, NC office. You must be authorized to work for any employer in
the US. Local candidates only; no relocation assistance is provided.
We
Offer
Maersk Line offers you an exciting career opportunity in an international,
challenging business environment characterized by high pace and diversity with
focus on creating valuable relations with our current and new customers. We
offer a competitive salary and benefit package, such as health insurance,
dental and vision insurance, a 401K savings plan with an employer match, and
paid time off.
Key
Responsibilities
• Act as the customer’s primary point of contact, be the
customer’s internal advocate.
• Be fully responsible for customer satisfaction, own,
manage all customer facing activities, while working with Sales, GSC, One Team,
Finance, etc.
• As part of Commercial Intelligence - build strong
relationships with customers, gain an understanding for their business, service
needs, drivers and desires and leverage this to engage in discussions about new
business opportunities and competitor/market intelligence.
• Ensure smooth execution of the whole shipment lifecycle,
by working closely with customers and internal support groups to achieve customer
satisfaction goals through pro-active resolution handling and Issue resolution
ownership. Process improvement focus is essential—
look for waste
• Understand claims policy and its impact on company assets
and guide customers best possible through any potential claim situation
• Utilize Care business partner relationships to encourage
fast equipment turnaround and collection of applicable charges as required.
• Understand and be familiar with KPIs and act in line with
set targets. Drive continuous improvements opportunities and opportunities to
lower costs.
• Monitor agreed service levels, and identify root cause
when targets are not met, advise management of potential service failures and /
or trends.
• Share thoughts with team at VMS reviews
• To always perform in a manner consistent with and loyal to
the A.P. Moller –Maersk values.
Who we
are looking for
• Direct call-handling experience
• Demonstrated relationship attributes
• Practiced listening techniques
• Negotiation skills
• Conflict resolution skills
• High school diploma or equivalent (4 year degree
preferred)
• 1–2 years of experience in transportation highly desirable
• Proficiency in Microsoft Suite