CX Consultant - Reefers

Job Description

Opportunity

Maersk is a global leader in integrated logistics and has 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. We work hard to ensure that our people reflect and understand the customers and communities we exist to serve.

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

We are now looking for an Area Head of Operational Excellence (OpEx) to lead the deployment of The Maersk Way (TMW) across the Eastern Africa Area. This role plays a critical part in driving performance, building capabilities, and embedding a strong continuous improvement culture across the organization.

You will be responsible for owning/managing the customer experience of assigned customers by identifying issues proactively, building strong relationships with customers and providing solutions which benefits both Maersk and the customer.

Key Responsibilities:

• Be the primary point of contact for assigned key clients and ensure smooth execution of the end-to-end shipment lifecycle.

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

• Co-ordinate with internal/external stakeholders to ensure excellent service delivery to guarantee sustainable business relationships with both the agents and the clients.

• Drive the team’s operations by planning duties with field team and other functions as when they arise. Follow up to ensure work is done effectively and efficiently to the client’s satisfaction.

• In liaison with the Head of Department, execute business development strategies.

• Keep track of the P&L of all jobs handled to ensure we remain profitable.

• Flag any direct or indirect costs that have a negative impact to profitability.

• Offer solutions to customer queries and disputes.

• Execute the company’s overall objective through collaboration with other team members, other functions, and supervisor/department head.

• Coordinate CHB, VAS, Trucking, Warehousing, and any other services as may be requested by customer/line manager.

• Capture Voice of Customer frequently and provide feedback to the team to improve performance and experience.

• Handle system updates and customer requests in accordance with defined processes.

• Lead Digital adoption discussions with customers.

• Performance reviews with customers.

• Upselling & cross selling of LnS opportunities.

• Other ad hoc assignments as may be given to you by your line manager.

Key Deliverables:

• Formulation of clear customer SOPs.

• Compliance with company business norms, terms, and conditions.

• Risk assessment and management.

• Excellent service delivery and client responsiveness.

• Proactive and prompt communication to customers and other stakeholders.

• Improved service delivery, directly contributing to business performance.

• Achievement of individual objectives.

• Compliance with respective statutory regulations such as customers, shipping regulations and relevant legislative provisions.

• Responsible for end-to-end shipment order journey.

What we're looking for:

Min Qualification: Graduate in Business or related field

• Excellent stakeholder management, interpersonal, and communication skills.

• Presentation skills.

• At least 2 years experience in logistics industry.

• Customer orientation/Collaboration/Agility.

• Be able to effectively prioritise workload.

• Ability to work under pressure keeping quality in focus.

• Well-organized, and Self-Initiated.

• Strong cost conscious and optimization mindset.

• Proper understanding of INCOTERMS, Customs Documentation, and import/export processes.

• Experience in handling perishables/cold chain logistics will be an added advantage.

Role Related Desired Qualities:

• Conceptual and strategic thinking.

• Business acumen.

• Good communication skills.

• Ability to drive and deliver results.

• Solution oriented.

• Build value-based relationships.

• Analytical ability and problem solving.

• Attention to detail.

• Ability to work with minimal supervision.

• Flexible and adaptable.

#RPO

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.