Customer Experience Consultant

WHO WE ARE

Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization 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.

WHAT WE OFFER

Maersk is the global leader in the logistics 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 encourages employees to take responsibility for managing their careers whether to move laterally or vertically

KEY RESPONSIBILITIES

• Deliver customer satisfaction solutions.
• Focus on Key Customer Experience Drivers such as: 1/ Timely Delivery of Documents; 2/ Pro-Active communication; 3/ Exception Management; 4/ Support the claim department with necessary documents.
• Fully understand all contracts and charge structures, including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
• Ensure & monitor that bookings with vendors/shippers are executed on time.
• Send quotations/ feedback timely to the customers
• Monitor responsiveness on query resolution with shippers/ Client Program Manager (CPM) Team/ Customers.
• Responsible for cross-sell/up-sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Monitor, record and report the performance with recommendations on: service delivery wins and failures.
• Work with the CPM Team/ Commercial team to establish and strengthen customer relationships
• Monitor volume growth, CFS ratio, and customers' gross profit.
• Proactively foresee potential operational problems & voice out challenges with suggested solutions, with proactive communication to all stakeholders.
• Meet /conference call with the key account managers/ Commercial team members/customers to review customer service performance/ KPI for the list of L&S customers monthly.

WHAT WE ARE LOOKING FOR

• Have at least 01 year of professional working experience in a similar position in Logistics companies or Freight Forwarders
• Bachelor’s degree in Logistics / Supply Chain Management or other relevant disciplines.
• Language proficiency: Native Khmer level, Fluent in English. Candidates who can use Mandarin/Chinese will have an advantage
• Experience with Supply Chain Management (SCM) / end-to-end product(s) is a big plus
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities
• Customer-facing and interaction skills with a high level of customer orientation
• Ability to work and thrive in a flexible matrix organization with a focus on networking & active collaboration

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 [email protected].