Customer Experience Partner

We are looking for a Customer Experience Partner to join our high performing team. Responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefit both Maersk and the customer.

Key Responsibilities

• Customer’s business acumen and ability to know what factors drive the decision making.
• Onboard customers and build strong and collaborative relationship with both established and new customers.
• Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
• Understanding of external factors impacting Customer’s supply Chain and understand their sense of urgency, service needs, drivers, and desires.
• Ability to align with customer expectations upfront and to be able to respond with suggested solutions.
• Be fully responsible for customer satisfaction across Maersk product offering (own customers).
• Lead Digital adoption discussions with customers.
• Cross-sell & upsell Logistics and Services products to customers.
• Performance reviews with customer.
• Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.
• Willingness to go the extra mile towards the customers and with focus on providing solutions.
• In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
• Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).
• Work closely with GSC to lead and accelerate efficiency.
• Identify recurring issues in delivery performance and initiate steps to address the root cause.

Critical Competencies

• Strong business acumen and excellent commercial knowledge and understanding of the local market landscape
• Continuous growth and improvement mindset with global orientation
• Effective leadership and coaching skills
• Prioritization capabilities
• Cost consciousness
• Knowledge and relationships with key local stakeholder

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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