Senior Customer Experience Consultant - 4PL

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

We offer

An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity and can help you build your career across all career streams. You will get to focus on managing the customer experience and to have responsibility for end-to- end customer experience within the assigned scope in 4PL, in compliance with relevant company procedures and agreements with customer.

• Deep knowledge in general end to end shipping process and company specific process.

• Develop a strong stakeholder management skill through daily interactions with local/global stakeholders internal and external.

• Improve structured issue resolution skill.

• Effective communication skill.

• Improve to manage customer’s expectations and exception handlings with your knowledge gained on the job.

• Implementation and leading skill on new process and internal/external projects.

Key responsibilities

• Owns and manages the customer experience by managing 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

• Improves the customer satisfaction by delivering superior customer experiences.

• Perform tasks in compliance with customer’s Standard Operational Process (SOP).

• Execute and manage end-to-end export/import/domestic shipment operation.

• Communicate and manage external/internal stakeholders including cross-functional teams at the customer and customer’s vendors.

• Manage Daily/Weekly/Monthly/Quarterly performance.

• Proactively handle day-to-day issues through in-depth root cause analysis (RCA) and take corrective/preventive action.

• Implement new process and support internal/external projects.

• Lead and develop a team of Customer Experience professionals to ensure high performance and engagement.

• Set performance expectations, conduct regular coaching and performance reviews.

• Support talent development, succession planning, and onboarding of new team members.

• Drive a culture of accountability, ownership, collaboration, and continuous improvement.

• Identify productivity opportunities through process optimization, standardization, automation and digital tools.

• Lead customer and internal improvement initiatives to enhance efficiency, quality and customer satisfaction.

We are looking for

• Bachelor’s degree or above.

• Preferably minimum 3 year's work experience in logistics industry and with good understanding of local market.

• Knowledge about global key customers and business setup would be a great plus, as well as technical skilled and interested

• Good command of written and verbal English skills and native Japanese

• Proficiency in Outlook, Teams, PowerPoint, Word, and Excel

• Strong stakeholder management skills with experience managing customer relationships.

• Experience handling customer escalations and operational crisis management.

• Ability to influence stakeholders across functions and organizational levels.

• Strong ownership and responsibility of customer’s business and owned tasks.

• Customer-focused and positive attitude in building customer relationships

• Team player that has a proactive and ‘can do’ attitude.

• Ability to work under pressure with high sense of urgency.

• Good stakeholder management and communication skills

• Energetic and passionate person with ability to drive performance

• Address root causes and seek continuous improvements in the processes

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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