SCM Customer Experience Agent

Purpose of the role

As Customer Service Agent, you will play a vital part in our success:

Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.

Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service

You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

Deliver a best-in-class Customer Service experience.

Responds to all enquiries in a timely and accurate manner.

Ensure smooth execution of the end-to-end shipments

Exception Management & Resolutions.

Regularly review and update SOP/IOPs.

Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

Take ownership of the customer issues and solve in an urgent and responsible manner.

Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

Focuses on high-quality data to set a high standard for all the assignments managed.

Proactively follow up and keep customer informed of any issues or changes to their shipment.

KPI Achievement

Identify and execute upselling opportunities.

Other tasks assigned by MNG

We are looking for

Result orientation mindset.

Problem-solving skills

Positive, proactive, and persistent.

Responsible and organized.

Sense of urgency.

Ability to work under pressure keeping quality focus.

Stakeholder management and communication-skills.

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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