Senior Customer Experience Consultant

The role of the Senior Customer Experience Partner is to take full responsibility for the customer experience by managing the end-to-end shipment cycle for customers with high volume or complexity in compliance with all company procedures and regulatory requirements. In this role, the candidate is to provide industry leading customer care to increase customer satisfaction and continuously improve the customer experience.

In addition, the Sr. Customer Experience Partner will support the Customer Service managers with projects and data analytics and will actively support the development of junior Customer Experience Partners to upscale the teams and ensure sustainability.

• Ensure smooth execution of the whole shipment lifecycle by working closely with customers, vendors, and internal support groups to achieve customer satisfaction goals through proactive and/or reactive issue resolution ownership.

• Manage accounts with high business impact in terms of volume and/or revenue and high complexity.

• Utilize trends to monitor agreed service levels, such as contracted transit milestones and/or transit times.

• Actively prevent service failures and collaborate with stakeholders to implement countermeasures when necessary.

• Provide customized data solutions to maintain customers' cargo performance scorecards.

• Identify the root cause when targets are not met and implement solutions by working closely with stakeholders.

• Build rapport with and manage vendor performance related to customers cargo to ensure timely cargo delivery.

• Understand and be familiar with KPIs and act in line with set targets.

• Drive continuous improvements to remove waste and lower costs for both internal and external stakeholders.

• Support the Customer Service Manager with projects, data analytics and other initiatives that positively impacts the customer experience.

• Actively contribute to the development of junior Customer Experience Partners to upscale the team and ensure sustainability.

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

• Operations (LOC) and Inland Delivery

• One Team Customer Service (OTCS/GSC)

• Sales

• Finance

• Customers

• Vendors

Education and Experience:

• College Degree

• 5+ years of functional experience in the Transportation Industry

• Customer Service experience preferred.

Technical Skills and Competencies:

• Strong Customer Centricity

• Excellent communication skills and interpersonal skills.

• Ability to multi-task and display sense of urgency.

• Able to build and maintain solid relationships (internal and external).

• Excellent organization and problem-solving skills.

• Conflict resolution and peruation skills.

• Ability to be a team player (essential).

• Proficient in Microsoft Suite Applications.

Company Benefits:

• Medical

• Dental

• Vision

• 401k + Company Match

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

• And more!

Pay Range: $65,100 - $72,000

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

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.

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.

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