Sr. Customer Experience Partner - Ocean

Job Description

Sr Customer Experience Partner - Ocean

Charlotte - NC

The Opportunity

Reporting to the Manager of Cold Chain Logistics Integrated Customer Experience, you will own a portfolio of 3PL accounts and be
the face of Maersk to the customers.

You will work in Case Management handling all customer requests, inquiries and tasks. Our team is on a journey to be Trusted Advisors to our customers. This means that everything we do keeps the customer at the
heart of our business.

You will strive to proactively offer our customers solutions to problems.
You will effectively handle all tasks of Sr. CEPs in the CCL, Reefer and Dry worlds, working to manage all cases within the required TATs and striving to meet the team and personal KPI requirements.

The Sr CXP Ocean role in an essential part of the 3PL team and is necessary to manage the customer’s business, protect the assets of Maersk and assist in growing the company business.

Key Responsibilities

• Support customers within your portfolio using all channels of communication to include phone support (PINS provided for assigned accounts), email support through the team BA, chat support through TEAMS, and by educating the customer to use Maersk systems for self service adoption.
• Attend and actively contribute to customer meetings to include virtual calls, calls with Commercial partners and other internal stakeholders, and when needed face to face meetings with customers.
• Actively strive to learn the customer’s business and present solutions to them to support their Supply Chain.

• Develop a business acumen so you can speak on the customer’s business and protect the Maersk assets.
• Sell additional Value products to the customer to ensure Maersk is offering and supporting an integrated service model. This includes having a working knowledge of CCM, Fresh Pass, Captain Peter and other value products.
• Gain a working knowledge of Maersk owned assets to support customers
that need CCM, Booking services, cold treatments, cold storage, to include Maersk delivery service and all means of transportation.
• Back up the accounts of team members to offer support when other dedicated CEPs are not available. This will include learning their CSOPs and treating other accounts with the same urgency that is shown when offering service to accounts within your portfolio.
• Provide support across all Reefer accounts to handle inbound roll over calls when other teams are unavailable.
• Collaborate across all CCL teams for the betterment of the organization.
• Build an internal network across Maersk so that you know where to go when customers need assistance to include Finance, Terminals, WnD, and other cross functional groups that support CCL customers such as REFTECH.

Required experience and skills:

Education and Experience
• Bachelor’s degree preferred or 4 years equivalent experience in the
transportation/customer service industry.

Technical Skills and Competencies
• Leadership skills
• Strong customer centricity
• Excellent interpersonal and communications skills (verbal, written and
presentation)
• Ability to build solid relationships (internal and external)
• Strong Problem Solving skills
• Self driven and result oriented
• Organizational and Time management skills
• Team player with proven ability to work under pressure
• Curiosity to learn more on the business side and grow a personal
career
• Ability to multitask and strong time management skills are essential for
success.

Company Benefits:

• Medical

• Dental

• Vision

• 401k + Company Match

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

• And more!

Pay Range: $65,000-$75,000*

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

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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