CX Partner

Are you a customer-oriented person who is passionate about customer experience and have high energy, dynamic and strive for achieving the best in what you do to efficiently manage resolutions?  Are you action-oriented and enjoy working in a fast-paced environment?

Then this role is for you!

We have an exciting opportunity as a Customer Experience Partner!

We Offer

In Maersk, we put you in the driver seat of your own career, and you will be trusted and empowered to take on new challenges. We offer you an exciting global career at the forefront of world trade. And thanks to our global scale, you will be well-positioned to explore opportunities at Maersk around the world. The many other highlights include the most modern talent development initiatives and competitive benefits. We are proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.  

Having substantial operations in over 130 countries, we work across continents, across cultures and with individuals from all walks of life.  This drives our ambition, to create equitable and inclusive workplaces where every individual can have a sense of belonging.

And much more:

• Industry-leading talent development initiatives and competitive benefits.

• Flexible Workplace Policy and working hours.

• Access to internal training opportunities.

• Excellent benefits to employees, including a competitive pension scheme, health insurance, etc.

Key Responsibilities:

• Manage and monitor the end-to-end shipment process.

• Coordinate with various stakeholders in shipment process handling.

• Orchestrate the overall flow of an end-to-end shipment.

• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution, and response to customers.

• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.

• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

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

• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.

• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.

• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.

• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.

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

• Comply to specific customer SOP and monitor respective KPIs.

• Execute reports or other tasks assigned by Team Leader/Manager.

We are looking for:

• Solid experience with logistics/supply chain and related areas.

• Good knowledge of and experience with Logistics companies and Supply Chain Management operations, from both origin and destination.

• Fluency in English. French would be a plus!

• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.

• Stakeholder management skills and relationship building.

• Passion to drive closures & high-level customer service orientation – Customer Centricity.

• Result orientation.

• Well-organized when working under pressure.

• Team player – Works together with others in the business unit to achieve results, fosters teamwork.

• Good understanding of operational processes.

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Positive and proactive attitude.

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