SCM Senior Customer Experience Agent

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.

Ensure that client KPI’s are achieved as per target.

Own the customer experience provision and continually improve its delivery.

Develop and maintain effective relationships with customers, key stakeholders.

Team Leadership

Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.

Create appropriate personal development plans for reports addressing any training requirements.

Drive best practice sharing within the team and cross team.

Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews.

Regularly have the coaching and feedback.

Visual Management Board monitoring.

Resource Planning

Prepare for backup system and manage workloads between members.

Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management.

Values

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

Other responsibilities

Assist the Customer Experience Manager with process reviews.

Drive effective process or systems implementations or project.

Ad hoc projects/tasks as agreed with the Customer Experience Manager.

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.
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