Senior Customer Experience Consultant

Job Description

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more.

Key Responsibilities

• Servicing Key client from a local retail brand to handle their Export/Import/Cross trade shipments as Customer Experience Consultant

• Execution of daily operations, ensuring to meet KPIs and handling customer report in international export/import shipments

• Within customer’s business, responsible for clarifying and resolving irregular items related to finance issues internally, with appropriate approach of root cause analysis and stakeholder managements

• Simple negotiation, vendor management, GP maximization, SOP adherence, troubleshooting and other ad-hoc assignments

• Interface with multiple parties including customer, warehouse, carriers, customs, etc. on shipment requirements

• Arrangement of truck, customs clearance, Carrier booking, transport document issuance, communication, billing, etc. for Ocean/Air exports, imports

• Maintain good relationships with both internal and external stakeholders

• Handle all customers' enquiries timely and effectively

• Ensure compliance to our Code of Conduct and Company's regulations

• Ensure compliance with customer's Standard Operating Procedures

We are looking for

• Minimum 3-5 years of work experience at either international Logistics industry as customer facing role.

• Be able to build a good relationship with customer and manage customer's expectation with effective communication

• Obsessive customer-centricity, Results driven, customer-oriented and meticulous

• Ability to work with good self-organization, accuracy, and priority even under pressure

• Native-level Japanese, and intermediate-level English communication skills (written & oral), be able to discuss, negotiate verbally with overseas stakeholders

• Experience with Microsoft Outlook, Teams, Power point, Word, and Excel

• General numeric skills

• Proactive/independent initiative & job ownership/commitment

• "Can-do" attitude & willingness to learn and try new things and learnings

• Mindset to always challenge status quo for improvements

• Self-discipline, initiative, responsible and independent in a fast-paced environment

• A good team player with good interpersonal skills

• Flexible / Adaptive to changes, Experience in a fast-paced international environment

• Able to work OT when it is required

• Experience of problem-solving with Customer in international logistics industry (preferable)

• Familiar with automation tool such as macro, AI tool, etc to drive efficiency at work (preferable)

Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower level professionals or manage processes and program are common.

Individual work ranges from setting objectives and delivering on own work responsibilities to being a leading expert within a given field and influencing long term tactical decisions of the organization.

Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.
A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes.

Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution.
The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

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.