Customer Experience Consultant

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.

What We Offer

We are looking for a detail-oriented and customer-focused Customer Experience Agent to join our team. This role focuses on providing exceptional post-onboarding support to customers in the Maersk environment. The successful candidate will handle a range of operational and administrative tasks to ensure seamless customer interactions and contribute to delivering world-class logistics solutions.

Key Responsibilities

• Customer’s business acumen and ability to know what factors drives the decision making.

• Case Management

• Contract and dispute management

• Onboard customers and build strong and collaborative relationship with both established and new customers.

• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.

• Understanding of external factors impacting Customer’s supply Chain & understand their sense of urgency, service needs, drivers and desires.

• Ability to align with customer expectations upfront & to be able to respond with suggested solutions.

• Be fully responsible for customer satisfaction across Maersk product offering (own customers), including SCM performance and KCXI rating driving for responsible accounts.

• Lead Digital adoption discussions with customers.

• Cross-sell & upsell Logistics and Services products to customers.

• Performance reviews with customer.

• Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.

• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.

• Willingness to go the extra mile towards the customers & with focus on providing solutions.

• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

We are looking for

Required Education/Work Experience

• Bachelor’s Degree in Logistics/Supply Chain Management

• Logistic & freight forwarding experience background is preferred.

• Minimum 2-3 years of relevant experience in shipping, forwarding, and supply chain operations would be an advantage.

• Good exposure to SCM operation knowledge and also with Ocean background 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 for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholders

• 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

*This role is for local employment only.

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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