Senior Customer Experience Partner

Job Description

We are looking for a Senior Customer Experience Consultant who will play a key role in enhancing customer satisfaction, driving operational excellence, and improving commercial performance. The ideal candidate will be responsible for monitoring KPIs, training new team members, and managing customer-level profitability while ensuring seamless service delivery.

Location Flexibility: Comfortable working on-site at the customer’s premises in Chakan, Pune.

Key Responsibilities:

Customer Experience & Relationship Management:

• Act as a trusted advisor to customers, ensuring exceptional service delivery and relationship-based engagement.
• Identify and resolve customer issues proactively, minimizing escalations and enhancing overall experience.
• Collaborate with internal teams and external stakeholders to streamline customer interactions and improve service efficiency.
• Serve as the on-site representative, fostering strong and lasting relationships with all stakeholders within the customer’s organization.
• Ensure timely resolution of customer issues and queries, minimizing escalations.
• Establish a relationship-driven approach to customer service, enhancing overall satisfaction.

Performance Monitoring & Process Improvement:

• Monitor and analyze team KPIs, taking corrective actions to ensure high performance and service quality.
• Drive continuous improvement initiatives by identifying gaps and implementing best practices in customer experience management.
• Ensure adherence to SOPs and service level agreements (SLAs) to maintain high standards of customer satisfaction

• Reporting & Process Optimization:
• Maintain Daily Status Reports (DSRs) and other operational reports to ensure data accuracy and transparency.
• Work with internal teams to drive an ownership mindset and achieve top-quartile results in customer experience.
• Continuously identify and implement process improvements to enhance efficiency and reduce costs.

Logistics & Operations Coordination:

• Work closely with the customer and their overseas offices to manage shipment prioritization matrices and carrier allocation effectively.
• Collaborate with customer plants, 3PL partners (CHAs, transport operators, carriers) to ensure seamless logistics planning and execution.
• Oversee and coordinate the export process across various transport modes (ocean, transport) from cargo readiness to Bill of Lading (BL) release and shipment tracking.
• Manage the material/container pickup process in coordination with transport providers and CHAs for customs clearance.

Documentation & Compliance:

• Prepare export-related documents such as Shipping Instructions (SI), Bills of Lading (BL), document pouches, and pre-alerts for destination offices.
• Obtain necessary exceptional cost approvals from the plant team as required.
• Ensure compliance with all export regulations and customer-specific requirements.

Qualifications & Skills:

• Experience: 5+ years in customer experience, key account management, or service delivery, preferably in logistics, supply chain, or B2B industries.
• Education: Bachelor's degree in Business Administration, Supply Chain, Customer Experience, or a related field.
• Skills:
  • Strong stakeholder management and negotiation skills.
  • Proven experience in monitoring KPIs and implementing corrective actions.
  • Ability to train, mentor, and develop teams to enhance performance.
  • Financial acumen to drive commercial success and profitability.
  • Problem-solving and decision-making capabilities in a fast-paced environment.
  • Preferred knowledge of Excel, SAP and OTM system

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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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