Customer Experience Consultant

Salary Range

$76,500 – $92,700 per year

Opportunity

The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices.

Key Responsibilities

• Improve Customer Experience and Drive Operational Excellence

• Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership

• Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.

• Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.

• Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information. Specialists/Operations etc

• Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.

• Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience

• Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.

• Drive continuous improvement to improve efficiency and ease of doing business with Maersk.

• Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.

• Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio

We are looking for

• Strong problem-solving skills

• Strong preference for candidates with experience in Logistics/Ocean transport.

• We are looking for a motivated, persistent and enthusiastic person with a can-do attitude and a passion for solving complex issues

• Customer first mindset: You are good at forming relationships and able to understand the customers requirement and turn these into solutions. You understand the value the customer brings to Maersk and are able to find and implement solutions that are mutually beneficial to the customer and Maersk

• Stakeholder management: You are able to manage both internal and external stakeholders and are able to be persuasive towards achieving the objectives set for the accounts. You are comfortable handling customer complaints and are able to defuse conflicts early. Ability to influence without authority is a must.

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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