Sr CX Consultant

Job Description

Overview:
The role of the CX Consultant is to own/manage the customer experience of his/her customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan. This requires close collaboration with multiple counterparts internal & externally. Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk.

Key responsibilities:

• Be the primary point of contact for assigned AUTO KC/RW customers and be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions in order to pacify the situation and avoid unnecessary cost.
• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
• Proficiency in ocean and logistics to proactively predict potential risks across the entire service journey and adeptly devise efficient risk mitigation plans.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.
• Commercial intelligence: engage customers in discussions about new business opportunities, business and support expectations and competitor/market intelligence.
• Actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.

Who we are looking for:

• Good analytical and problem-solving capability
• Excellent communication and interpersonal skills to ensure smooth collaboration with customers and internal teams.
• Proactive mindset with a solid understanding of ocean and logistics operations to anticipate and mitigate risks.
• Relationship-building capabilities to foster strong connections with customers and understand their needs.
• Commercial acumen to identify and capitalize on new business opportunities and drive continuous improvement initiatives.

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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