Senior Customer Experience Consultant

Job Description

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.

• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.

• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.

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

• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience

• Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery

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

• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.

• Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.

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

• Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities

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.