CX Senior Consultant

Job Description

Customer Experience Agent

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.

The role of the Customer Experience Agent is to own/manage the customer experience of his/her customers. This includes:
- Proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures
- Ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations.
- Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk Line.

Key Responsibilities

• Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk Line
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge
• Be fully responsible for customer satisfaction (own customers)
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
• Commercial intelligence: Details still to be defined
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who we are looking for

An energetic talent who will grow along with the company, possessing qualifications below:

• Bachelor’s Degree in business management or related field.
• 1 – 2 year’s experience in Customer Service-related fields is preferred.
• Experience in Import and Export Shipping Business is an advantage
• Excellent interpersonal and communication skills
• Energetic, Well-organized, Self-Initiated and good coordination skill
• Good analytical and problem-solving skills – ability to look beyond the obvious and identify creative solutions
• Team player with proven ability to work under pressure
• Possess experience in logistics business

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.