Senior Customer Experience Agent

Who We Are

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.

What We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and encourages employees to take responsibility for managing their careers whether to move laterally or vertically

Key Responsibilities

The core purpose of this role is to deliver customer satisfaction solutions, continuously identifying both operational and financial process improvements in order to meet or exceed the Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS). This role will engage closely with key stakeholders to optimize the profitability of their customers.

• Ensure smooth execution of the end-to-end shipments by working closely with the customers, carriers, and vendors, as well as internal stakeholders
• Continuously driving productivity improvements in the end-to-end process
• Improve profitability by continuously driving costs out of the customer services activity and maximising income opportunities
• Seek for cross-sell/up-sell opportunity
• Monitor volume growth and CFS ratio
• Ensure that solutions are clearly defined within the customer’s SOP and with up-to-date IOP
• Ensure that the client's SOP remains updated.
• Ensure that client KPI’s are achieved as per target.
• Develop and maintain effective relationships with customers, key stakeholders
• Drive financial accountability within the client handling.
• Propose process changes to remove unrecoverable costs.
• Coordinate with the ocean carrier on the forecast, booking acceptance and routing monitoring
• Ensure stakeholders such as warehouse, operation, GSC are comply with the latest customer instructions
• Work with the Customer Experience Manager to assist in team workload management
• Ad-hoc projects/tasks as agreed with the Customer Experience Manager
  
  

What We Are Looking For

• Bachelor’s degree in Business Management, Logistics Management, Supply Chain Management or other relevant disciplines
• At least 03 years of experience as Supply Chain Management / Operation Management / Customer Experience or similar role(s) in the freight forwarding and logistics companies if preferred.
• Experience with Supply Chain Management (SCM) / end-to-end product(s) is a big plus
• An excellent command of spoken and written English.
• Good at Microsoft Office (Excel, Word, PowerPoint).
• Customer-facing and interaction skills with a high level of customer orientation
• Ability to work and thrive in a flexible matrix organization with a focus on networking & active collaboration
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities
  
  

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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