Customer Experience Consultant

Job Description

APM Terminals

This position is expected to build relation with customers and delivering according to the commercial and operational targets defined by the Team Leader.
The incumbent is also responsible for the polite communication of informed product specifications and premier customer service.

About Maersk:

A.P. Moller - Maersk is a global logistics company whose purpose is “Improving life for all by integrating the world”. We are committed to an industry-defining digital transformation that will revolutionize global trade, and this will require a team that both understands and can lead the way in world class service and operations. Do you see yourself enjoying lots of opportunities to collaborate with colleagues around the globe, expanding your skills in an atmosphere that prioritizes employee growth and being a part of an inspiring work environment? Then join us as we reinvent the future of integrated logistics.

About this opportunity:

This position is expected to build relation with customers and delivering according to the commercial and operational targets defined by the Team Leader.

Below is the detailed job description:

• Consignees

• Deliver as per SOP
• Reporting to destination / origin using MIS
• Customer service
• Exception management

• Shippers

• Coordinating day to day contract
• Customer assistance
• Ensure all booking FCR / CLR /are done using Shipper portal
• Operational coordination
• Assisting in accounts receivables (coordinated with OTC)
• Timely and correct MODS update (as per procedure with GSC)

• Other Responsibilities

• Improve process and productivity
• Documentation and its dispatch
• Telephone etiquette
• Thorough system knowledge
• Live our values

• Key Performance Indicators

Operations Objectives

• Booking Timelines
• Timely Approvals
• Shorter dwell time of cargo & faster stuffing
• ASN (where applicable)
• BL release (as per Client requirement)
• Document Dispatch (as per Client requirement)
• CS Timelines
• Operational Stability & back-up planning
• DQ Monitoring
• Having checks & balances for all processes

Commercial Objectives

• Sell LSS & Trucking
• Adhoc Charges (Late bookings / manifests / cargo receiving / FCR Release / warehousing)
• Accommodating Shippers & consignee requests wherever possible

Outstanding DSO Collection

Invoicing on ETD

• Education:

• Bachelor's degree or equivalent in business or related field

• Experience:

• Minimum 2 year of experience in handling SCM / FF customer

• Language:

• The position requires excellent English in written and verbal communication skills

• Required skills:

• Proactive, Self Starter who can work alone and extend support to colleagues
• Good problem solving skills with the ability to anticipate and resolve problems
• Ability to spot opportunities and provide inputs to sales team.
• Assertive with a professional attitude
• Strong people management skills

Learning Opportunities:

• Understanding of client SOP
• Managing global Customers and providing logistics solutions
• Supply Chain Model of Major Retail Giants
• Customs and Shipping Processes
• Opportunity to work in a SAP environment

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 accommodationrequests@maersk.com.