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Customer Experience Specialist
hace 2 meses
A.P. Moller - Maersk is a global leader in logistics and supply chain management, with a vision to make trade more open, inclusive, and sustainable. We are committed to creating a better tomorrow by connecting communities, feeding the world, and bringing wealth to the world.
Job SummaryWe are seeking a highly skilled and experienced Customer Experience Specialist to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our customers, managing and monitoring the end-to-end shipment process, and coordinating with various stakeholders to ensure seamless process flow.
Key Responsibilities:- Manage and monitor the end-to-end shipment process to ensure timely and accurate delivery of goods.
- Coordinate with various stakeholders, including shippers, customers, and key account managers, to resolve queries and issues in a timely and effective manner.
- Provide value-added services to customers through effective business solutions and good business knowledge/process understanding.
- Identify deviations in process and share them proactively with customers and reporting heads.
- Respond to all enquiries in a timely and accurate manner and escalate difficulties as defined in SOPs/IOPs.
- Maintain effective and proactive communication with customers through regular conference calls.
- Record and report performance data to provide suitable recommendations on service delivery wins and failures.
- Work with the KCMs/Commercial team to establish and strengthen customer relationships.
- Comply with specific customer SOPs and monitor respective KPIs.
- Relevant experience within logistics and related areas.
- Good knowledge of and experience with logistics companies and supply chain management operations, from both origin and destination.
- Excellent communication skills and the ability to communicate confidently with stakeholders.
- Language requirements: English, French, Spanish.
- Passion to drive closures (result orientation) and high-level customer service orientation (customer centricity).
- Well-organized when working under pressure.
- Team player – works together with others in the business unit to achieve results, fosters teamwork.
- Good understanding of operational processes.
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Positive and proactive attitude.
- A global career at the forefront of world trade.
- Competitive benefits, including a parental leave policy recognized as one of the best in the industry.
- Flexible workplace policy and working hours.
- Access to internal training opportunities.
- Excellent benefits to employees, including a competitive pension scheme and health insurance.
A.P. Moller - Maersk is committed to a diverse and inclusive workplace, and we welcome applicants without regard to race, color, 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.
