Maersk opens new global service centers in Mexico and Brazil to better serve customers in America

AP Moller – Maersk (Maersk) has announced the opening of a new Global Service Center (GSC) for the Americas region, based in Mexico City, Mexico, and a dedicated satellite center in Santos, Brazil.

These new locations will combine the availability of talent across functions and disciplines in areas such as customer experience, finance, process management, technology and data/analytics to provide customers with quality support and a unique experience. The centers will create over 700 new jobs in 2023, with plans to increase to 1,300 jobs by 2025.

The Maersk GSC plays a critical role in delivering customer outcomes, enabling decision making and prioritization. In 2022, Maersk experienced exponential growth in Latin America as part of its strategy to become a global integrator in container logistics.

The Americas-based GSC will bring regional expertise to support customers’ growing needs, with English, Spanish and Portuguese language support, scalable talent availability and process standardization.

We’ve consistently prioritized the needs of our customers and businesses, and these new centers allow us to push that goal even further. The GSC in America will have many exciting opportunities to reshape the way teams work together within Maersk and achieve success through collaboration across borders. – Mohit Bhatia, Head of Global Service Centers

The Global Service Centers – a precursor to Maersk’s integration strategy

Maersk is on a journey to integrate container logistics across all modes of transport, working with its customers to govern, simplify and decarbonize their supply chains globally.

As a result, Maersk is increasingly offering its customers integrated logistics solutions beyond its maritime offering, developing a solid logistics base and offering complete end-to-end services based on specific customer requirements.

Maersk GSC’s capabilities have grown over the past few years by being an integral part of strategic business growth. Maersk’s GSC teams interact with multiple stakeholders at AP Moller – Maersk to enable approximately 30 million touchpoints per year with over 59,000 customers.

As part of our transformational journey towards an increasingly customer-centric orientation, nearshoring some of our key customer processes close to our customers is another way to ensure we speak the same language as them.

Alongside this, the opening of our hubs in the thriving cities of Brazil and Mexico, steeped in a deep culture of service excellence, will also bring fascinating opportunities to our America’s talents. – Farheen Mahmud, Head of GSC Americas

The Maersk GSC is distributed across India (Bangalore, Chennai, Mumbai and Pune), China (Chengdu, Chongqing) and the Philippines (Manila), with a small hub in Morocco (Tangier). The Americas-based center will bring Maersk closer to its customers in the region by offering multilingual support and regional expertise.

Maersk GSC not only oversees the strategic execution of financial and commercial processes, but also works closely with the technology teams that originate from Maersk GSC. The focus is on processes, customers and people.

A cross-functional, end-to-end perspective on process design and execution is available at the GSCs. This is made possible by a centralized facility that pushes toward standardization as it ensures a consistent global customer and employee experience.

It also includes some of the best talent in engineering, digital innovation, finance, commerce and operations who gain insight into the end-to-end process landscape and have the right environment to engineer improvements as well as their personal growth.

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