Senior Customer Service Consultant

POSITION SUMMARY

The role of the CX Senior 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 promised to the customer and/or that the customers is kept informed of relevant deviations and ensuring all the customer felt outputs are delivered in accordance to the desired outcome. The CX Senior Consultant has to build strong relationships with the customers, understanding their business drivers to continuously improve cooperation and process to the mutual benefit of the customer and Maersk. This includes using the relevant systems & platforms to proactively look for opportunities to reduce customer effort.

Who We Are

Maersk is a global leader 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.

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 being the global leader in the 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 to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Key Responsibilities

• Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk.
• Ensure all activities are conducted in compliance with customer SOP.
• Ensure smooth execution of the end-to-end shipments by working closely with the customers, carriers, and vendors as well as internal stakeholders.
• Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
• Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
• Monitor the status of all customer issues by proactively reviewing Case Management and Cloud Telephony data and identify opportunities to improve customer experience.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.
• Manage / improve day to day process interaction with customers by leveraging detailed customer knowledge.
• Be fully responsible for customer satisfaction.
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

Who We Are Looking For

An energetic talent who will grow along with the company, possessing qualifications below:

• At least 04 to 05 years’ experience as Customer Service / Customer Experience or similar role(s) in logistics industry
• Experience with Supply Chain Management (SCM) / end-to-end product(s) is a big plus
• Bachelor’s Degree, major in Logistics and Supply Chain management is preferable
• Language proficiency: Native Thais level, Professional English level
• Customer-centricity mindset with continuous improvement approach
• Excellent interpersonal and communication skills and analytical skills
• Energetic, Well-organized, Self-Initiated/Self-driven and good coordination skills
• Good analytical and problem-solving skills – ability to look beyond the obvious and identify creative solutions

#LI-DNI

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 accommodationrequests@maersk.com.