Customer Experience Consultant (Exports) - Chakan (Pune)

Responsibilities

• Manage and monitor the end-to-end shipment process on behalf of the customer logistics department.
• Coordinate with various stakeholders in the shipment process handling.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding.
• Query Resolution with shippers/Customers/other stakeholders, timely resolution and response to customers.
• Maintain a customer-centric approach, thereby helping to avoid the occurrence of errors and take preventive measures to eliminate repetition of errors.
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication - by regularly participating in conference calls with the clients to enable seamless process flow.
• Record and report the performance that helps provide suitable recommendations on: Service delivery wins + Service failures.
• Establish and strengthen customer relationships.
• Execute reports or other tasks assigned by the Team Leader/Manager.
• Skills and Competencies:
• Good knowledge of and experience with 4PL and Supply Chain Management operations, from both origin and destination.
• Effective Communication - has excellent English communication skills (both oral and written), with the ability to communicate confidently for coordination with stakeholders.
• Client and Stakeholder Communication - Demonstrates strong communication capabilities in an international environment.
• Documentation - has strong documentation experience (e.g., creation of internal operating procedures, standard operating procedures, minutes of the meeting and project documentation)
• Passion to drive closures & high-level customer service orientation - Customer Centricity.
• Team player - Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.
• Strong time management skills to complete tasks on time.
• Willingness to work overtime to meet deadlines when required.
• Ability to work under pressure to cope with periods of high workload and tight timelines.
• Educational Background and Work Experience:
• A bachelor's degree in any field is required.
• Minimum 2 years of experience in freight forwarding, 3PL and/or 4PL import/export.
• Language Skills:
• Fluent in English (written and spoken)
• 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 .

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