Senior Customer Experience Consultant

Job Description

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

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

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

• Ensure service delivery alignment with agreed client SLA’s.

• Coordinating relevant stakeholders to perform LnS import shipment process.

• Resolving issues/query from relevant stakeholders.

• Responding to customer enquiries.

• Monitor data integrity of systems.

• Responsible for cross sell/up sell, customer retention.

• Follow up on Outstanding payments.

• Implementation of new import customers into the CX and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures.

• Work with the Product/Commercial/Delivery team to establish and strengthen customer relationships.

We Are Looking For

• Talent with a few years of experience in Senior CS role.

• Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position.

• Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination.

• Having worked in various geographies and/or having managed a scope spanning across multiple countries.

• Strong conceptual abilities – able to translate complex issues into ideas and actions. • Flair for and interest in processes and systems.

• Good communicator with ability to translate technical knowledge to both technical and non-technical people.

• Ambition to support a specialist network.

• Good English fluency

• This role will be based in Empire Tower, Bangkok or Eastern Seaboard Industrial Estate, Rayong

Expectations from the Role:

1. 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.

2. 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.

3. Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.

4. 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.

5. 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

6. The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

7. Leaders at this level manage employees day-to-day and set priorities to ensure task completion.

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.