Senior Customer Experience Consultant

Job Description

Builds strong and lasting relationships with customers and provides second-to-none customer service. Has responsibility for the end-to-end customer experience. Engages in constructive problem resolution and provides solutions. Acts and communicates proactively to keep customers informed of any issues or changes. Addresses root causes and seeks continuous improvements; is constantly looking for ways to improve work processes. Works independently and assists the team in realizing goals and standards; shares knowledge and best practices.

The role of the Customer Experience Agent is to own and manage the customer experience who is using our booking agent service. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with the company procedures, ensuring that the cargo is transported as per the transport plan promised.

We offer

• An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with a focus on creating valuable relations with our customers.
• A fun-filled and motivating workplace.
• Career development program
• A comprehensive learning and development plan in Customer Service including soft skills and communications skills
• End-to-end knowledge of shipping/freight forwarding and cross-functional projects

Purpose of the role: Responsible for owning and managing key clients/runways (KCR) customers by identifying issues proactively, building a strong relationship with customers, and identifying solutions that benefits both Maersk and customers.

Key Responsibility

• Customer business acumen and ability to know what factors drives the decision making
• Onboard customers and build strong and collaborative relationship with both established and new customers
• Be primary point of contact for own customers and ensure smooth execution of the end to end shipments lifecycle by working closely with the customers as well as internal stakeholders.
• Understand of external factors impacting customers' supply chain & understand their sense of urgency, service needs, drivers and desires.
• Ability to align customer expectation upfront & to be able to respond with suggested solutions
• Be fully responsible for customer satisfaction across Maersk product offerings
• Lead digital adoption discussions with customers
• Cross sell and upsell logistics and services products and customers
• Performance review with customers
• Responsible for vendor management and shipment order consolidation planning without physical cargo execution.
• Proactively track shipments and notify customers of relevant deviation from the transport plan including potential solutions and alternatives
• Willingness to go extra miles towards the customers & with focus to provide solutions
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholders

Who we are looking for

• At least 2 years of customer service-related experience, preferably working in a freight forwarding company/carrier-related role.
• Good command of written and spoken English
• Excellent communication and presentation skills
• Good Excel and analytical skills
• A change agent, always ready to try new initiatives
• Able to work independently and also a team player
• A problem solver with a positive attitude
• Exhibit professionalism and friendliness
• Someone who is excited to do or learn the above!

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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