Senior CX Consultant - SCM

About the role

Maersk is a global leader in integrated logistics and has been an industry pioneer for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence. At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Responsibilities

• The role of Senior CX Consultant is to take full responsibility for customer experience by executing, managing and monitoring the end-to-end shipment process in compliance with all company procedures and regulatory requirement.
• Be the primary point of contact for customers and internal stakeholders for daily operation activities.
• Onboard customers and build strong and collaborative relationship with both established and new customers.
• Execute, manage and monitor the end-to-end shipment process, understand external factors impacting customer's supply chain & their sense of urgency, service needs, drivers and desires, ensure to meet client's KPI and SOP/IOP compliance.
• Maintain effective communication with customers and internal stakeholders to ensure smooth operations and timely resolution of issues.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding/ continuously driving improvements
• Monitor and record/report performances that help provide suitable recommendations on: Service delivery wins + Service failures, providing insights and recommendations for enhancing operational efficiency and process optimization.
• Responsible for cross sell/up sell, customer retention.
• Supervising colleagues in team on the business & process inquire, drive best practice sharing within the team and cross team.
• Execute reports or other tasks assigned by Team Leader/Manager
• We Are Looking For
• Minimum 3 years' experience in Customer Service and Supply Chain Management, strong knowledge of logistics and supply chain including but not limited to Customer Service, Shipping Line, Transportation etc..
• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with clients and stakeholders.
• Passion to drive closures & high-level customer service orientation -Customer Centricity.
• Result orientation.
• Detail-oriented and highly organized, capable of managing multiple tasks and priorities simultaneously and independently.
• Team player -Works together with others in the business unit to achieve results, fosters teamwork.
• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism
• Positive and proactive attitude.
• Good command of both oral and written English
• We are happy to support your need for any adjustment

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