Customer Experience Consultant

Job Description

Opportunity

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Purpose of the role

The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices.

Key responsibilities

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

• Customer channel management

• Case Management

• Customer onboarding and relationship management

• Contract and dispute management and more.

Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower level professionals or manage processes and program are common.

Individual work ranges from setting objectives and delivering on own work responsibilities to being a leading expert within a given field and influencing long term tactical decisions of the organization.

Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.
A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes.

Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution.
The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

Leaders at this level manage employees day-to-day and set priorities to ensure task completion.

We are looking for

• Good exposure to logistics knowledge is a PLUS.

• Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.

• Proficiency in Microsoft Office applications is a PLUS.

Required Skills

• Good verbal and written English skills

• Good business knowledge/process understanding to provide a value add to the customers through effective business solutions

• Ability to work under pressure and fast-moving environment

• Strong service mindset with a sense of urgency

• Able to multitask effectively

• High attention to detail, critical thinker

• Team player, skilled in coordinating and able to work in a diverse team

• Agile and able to make independent decision upon delegation

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 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.