Customer Experience Agent

The role of the Customer Experience 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. This requires close cooperation with the counterparts in OTCX, TbM, MbM who are executing the majority of the transactional tasks. Building relationships with the customers, understanding their business drivers should be leveraged to continuously improve cooperation and process to the mutual benefit of the customer and Maersk.

We Offer:

An opportunity to work for the world´s shipping leader, in a dynamic, global industry, on a role with a diversified scope. You will never be bored but will still have time to work on individual projects and develop.

• Opportunities for personal and professional growth in a multinational company.

• Working with the best people in a global team culture that has a significance impact on the world economy

Key Responsibilities:

• Be the primary point of contact for assigned CARE customers and act as an advocate for these customers, internally within Maersk.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires (including onboarding of customers to the CARE program), amongst others through regular customer visits.

• Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer 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 in order to pacify the situation and avoid unnecessary cost.

• Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge, actively engaging with OTCX counterparts where relevant.

• Be fully responsible for customer satisfaction of assigned customers.

• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation.

• Understand per diem / demurrage implications for containers and its impact on company revenue.

• Commercial intelligence: engage customers in discussions about new business opportunities, business and support expectations and competitor/market intelligence.

• Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.

• In general, actively seek out and act on continuous improvement opportunities, automation both in relation to customers and internal / external stakeholders.

• Managing the KPI’s.

• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

Required experience & skills:

• Bachelors degree in related field.

• Minimum 3 years commercial experience, preferably in customer service & Key client management.

• Working experience in the shipping industry and/or in customer service environment.

• Experience in Voice of Customer - Customer Satisfaction Surveys.

• Cross selling. Case Management/Salesforce.

• Strong analytical skills.

• Strong leadership skills.

• Detail orientated and ability to work with large amount of data.

• Proactive and positive attitude, with enthusiasm to drive operational results.

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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.

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 .