Customer Experience Consultant - Direct Transport

Job Description

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.

We offer

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.

Key responsibilities

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.

• Improve Customer Experience and Drive Operational Excellence

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership.

• Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.

• Handle daily customer communications on first-come-first-served basis, ensuring timely response and efficient coordination with the team

• and in situations such as major service disruptions, proactively reach out to assigned customers as needed.

• 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.

We’re looking for

• Good exposure to logistics and/or shipping industry

• 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.

• 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.