Customer Experience Consultant

Maersk is a global expert in integrated logistics and have been industry pioneers 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.

Good Reason to Join

• Be part of the world’s largest container shipping company.
• Exposure to multinational environment/culture.
• Room for growth and development.
• Enhancing personal skills.
  
  

As Customer Experience Consultant, you are responsible of the end-to-end customer experience within the assigned scope in Supply Chain (SCM), in compliance with relevant company procedures.

Typically handles a large number of customers or larger, more complex customers, including special needs such as booking, customs, documentation, filing, legal, dangerous or special cargo and/or lack of e-channel use.

Manages accounts with large business impact, defined by volume and/or revenue contribution to the Area scorecard. A number of assigned Supply Chain (SCM) accounts, taking the responsibility of the efficient shipment coordination as well as the correct execution of the Service Level agreed with clients.

Key Responsibilities

Strategy

• Create customer loyalty.
• Continuously driving productivity improvements in the end-to-end process
• Improve profitability by continuously driving costs out of the customer services activity and maximizing income opportunities.
• Seek for upselling opportunity.
• Assist to drive sustainable growth.
  
  

Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up-to-date IOP.
• Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.
• Identify any scope creep and advise both the Custom.er Experience Manager and the CPM in order to addressed with customers
• Ensure that client KPI’s are achieved as per target.
• Where appropriate utilize individual customer KPI’s to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team.
• Assist CPM by identifying and implementing business development opportunities.
• Identify and propose customer experience improvements and service deliverables.
• Own the customer experience provision and continually improve its delivery.
• Develop and maintain effective relationships with customers, key stakeholders.
• Proactively assist with customer’s implementations.
• Meet /conference call with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to review performance/ KPI as monthly basis.
  
  

Financial Control

• Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
• Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.
• Propose process changes to remove unrecoverable costs (waived charges)
• Develop and maintain effective relationships with key stakeholder.
  
  

Resource Planning

• Prepare for backup system and manage workloads between team.
• Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.
  
  

Values

• Drive the Company values within the teams and act as a role model in their application.
  
  

We are looking for

The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

Ready to make an impact? Apply now

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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