Customer Experience Manager

Purpose of Role:

As a Customer Service Manager at Maersk, your primary mission is to ensure the delivery of our company’s value proposition to our key customer segments. You will lead the customer-facing teams within the Customer Service Experience (CX) and champion continuous improvement, training, and development initiatives that enhance service quality. Your leadership will support our strategic goal of differentiating ourselves from the competition through exceptional customer service.

We offer:

At Maersk, we celebrate the diversity of our talent and are committed to recruiting the best person for the job. We value diversity in all its forms—gender, age, nationality, race, sexual orientation, disability, and religious beliefs. Our diverse workforce is a source of strength, driving us to build high-performing teams that reflect our global community.

Key Responsibilities:

In this role, you will be accountable for:

Leading and Managing Customer Service Teams:

• Focus on key Customer Service Drivers, ensure alignment with agreed client SOPs.
• Continuously improve service output for existing accounts.
• Managing customer channels and drive for service adoption, involves providing support and understanding the businesses of the customers we serve.
• Case management, Cloud Telephony, Live Chat involves addressing customer inquiries.
• Managing contracts and resolving customer disputes.
• Driving Customer KPI and NPS, CPO, productivity...
• Help team members predict possible operational problems and discuss challenges along with suggested solutions to everyone involved.

Driving Contract Understanding:

• Ensure clarity on contracts, terms, and charge structures.
• Leverage every opportunity to upsell and maximize value from all services provided.

Implementing New Customers:

• Facilitate the onboarding of new customers with team.
• Establish and manage proper SOPs/IOPs during the transition phase.
• Onboarding customers to utilize Maersk's digital solutions and manage relationships.
• Assist the implementation lead in implementing new clients or innovative programs.

Strengthening Customer Relationships:

• Collaborate with Account Team and the Commercial team to enhance customer relationships.
• Managing stakeholders involves collaborating with various departments to address customer issues.

Integrated Customer Experience:

• Coordinate and leverage solutions to customers by finding and managing integrated solutions among Maersk Products.

Team Development and Training:

• Identify training needs and provide ongoing coaching and development opportunities.
• Foster a collaborative and supportive team environment.
• Set clear performance expectations and goals for team members.
• Conduct regular performance reviews and provide constructive feedback.
• Additional responsibilities given by the manager.

We are looking for:

• Experience: Minimum 5 years in a Shipping/Carrier industry, ideally within the industry or an emerging market.
• Proven Leadership: Demonstrated success as a Customer Service Leader managing a team of over 10 members. Experience as a Customer Service Manager is highly desirable.
• Relationship Builder: Strong ability to foster and maintain client relationships.
• Commercial Acumen: Comfortable with physical customer visits for escalations, quarterly business reviews (QBRs), or ad-hoc business implementations.

Skills:

• Excellent communication skills with a confident demeanor in both Vietnamese and English.
• Proven ability to effectively manage and engage with stakeholders at all levels.
• High level of customer orientation and interaction skills.
• Passion for driving solutions and achieving closures.
• Strong planning abilities and capability to work under pressure to meet deadlines.

Join us at Maersk, where your leadership and commitment to excellence will help shape the future of our customer service delivery!

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

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.