Customer Experience Consultant

Job Description

No matter your dreams and ambitions, Maersk offers exciting career opportunities in a truly international working environment. When you join Maersk, the world becomes your workplace. You will feel the diversity and dynamics of our international business from day one. We are committed to providing the best possible development and career growth to all our employees through digitalized learning methods to keep them updated with technological advancements. At Maersk, we have a vision of becoming The Global Integrator of container logistics - connecting and simplifying our customers' supply chains.

You will join a truly ground-breaking journey striving to continuing to strengthen the focus to become a truly customer-centric company, serving our customers' individual needs.

We Offer

• We offer an exciting job opportunity in an internationally growing business environment characterized by high pace.
• You will work in a team with motivated and engaged people with a diverse background
• It is possible to work from home for a few days per week (after the onboarding period).
• International career opportunities
• An attractive compensation package including an annual bonus based on the company’s performance
• 30 days paid leave per annual
  

Key Responsibilities

• 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.
• Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.
• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information. Specialists/Operations etc
• 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
• 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. 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

We are looking for

• Strong problem-solving skills
• Strong preference for candidates with experience in Logistics/Ocean transport.
• Proficiency in both written and verbal communication in English is required, with a preference for the same in German
• We are looking for a motivated, persistent and enthusiastic person with a can-do attitude and a passion for solving complex issues
• Customer first mindset: You are good at forming relationships and able to understand the customers requirement and turn these into solutions. You understand the value the customer brings to Maersk and are able to find and implement solutions that are mutually beneficial to the customer and Maersk
• Stakeholder management: You are able to manage both internal and external stakeholders and are able to be persuasive towards achieving the objectives set for the accounts. You are comfortable handling customer complaints and are able to defuse conflicts early. Ability to influence without authority is a must.

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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.