Global Customer Experience Consultant

Job Description

Owns and manages the customer experience of Essential Services Customers. Has responsibility for the end to end customer experience in compliance with all company procedures.
Typically handles a large number of customers or larger, more complex customers. Manages accounts with large business Impact: The level of impact is defined by volume and/or revenue contribution to the cluster scorecard. The customer often has a certain complexity. Typically involves customers with specific needs outside the normal such as legal requirements, documentation requirements, customs restrictions or filling requirements, lack of e-channel use, specific booking requirements, and/or special cargo/dangerous cargo etc. The person furthermore exerts a behaviour where he/she can work independently with limited guidance and is capable of supervising others where relevant.

Improve Customer Experience and Drive Operational Excellence

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership.

• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.

• Serve as the global primary point of contact to the national party of assigned customers, overseeing global performance while actively handling locally coordinated business.

• Execute transactional activities for locally coordinated businesses based on agreed IOP and SOP with the customers and internal stakeholders.

• Orchestrate the end-to-end shipment cycle for locally coordinated business through fostering cross-functional collaboration while driving operational excellence across the global named Key Account network for a consistent customer experience at all locations.

• Address pre-defined (routine) exceptions independently or directly and/or by navigating through the Maersk network.

• Manage global operational escalations and non-routine exceptions, including establishing and coordinating contingency plans within the global CX account network.

• Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.

• Facilitate regular monthly global business reviews with customer to discuss performance and align plans and priorities.

• Drive continuous improvement to improve global account team's efficiency and overall ease of doing business with Maersk.

Enable Growth

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.

• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.

Value-Enhancing

• Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.

• Work with customers to shape their long-term business plans and drive key decisions by delivering valuable insights and positioning yourself as a Trusted Advisor.

Required skill (Must-have)

• Ownership (Advanced)

• Customer Orientation (Advanced)

• Effective Communication (Advanced)

• Data Savvy (Proficient)

• Problem Solving Skills

• Product Knowledge in Transported by Maersk (TbM) or Managed by Maersk (MbM)

Preferred but not mandatory (Nice-to-have)

• Knowledge of E2E Supply Chain Management

• Verical Expertise

• Experience in Project management

• Experience in Community management and performance management

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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