Customer Experience Consultant

The role of a Customer Service Agent is to own the customer experience of the assigned and unassigned customers by being accountable of the end-to-end shipment process in compliance with all company procedures and engaging relevant internal stakeholders. This requires close cooperation with the counterparts (OTCS, Intermodal, Sales, Finance, etc.) to accomplish company´s goals.

Responsibilities

• Understands our basic processes and systems including LNS products, to match them to customer needs. Company knowledge
• Remains up to date on changes in local & foreign rules, internal & external procedures and product development. Process system knowledge
• Reaches KPIs and objectives targets by understanding our business strategy. Business Acumen
• Act as contact point for assigned and unassigned customers and becomes their advocate internally within Maersk.
• Delivers positive customer experience for all customers by owning all customer issues and ensures a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams to avoid unnecessary cost. Problem solving
• Build strong relationships with all stakeholders including offshore GSC / HUB teams.
• Create collaboration within the teams by sharing knowledge and best practices. Proactivity
• Seek constant improvement on day-to-day process interactions within stakeholders to provide the best customer experience. Proactivity
• Carries regular proactive activities, including customer emails and calls. Proactivity
• Understands customers' business drivers, needs and requirements and leverages them to continuously improve cooperation with stakeholders for mutual benefit of the company and the customers.

Feeds relevant intelligence back to stakeholders in Sales and / or TNM. Customer Centricity

Qualifications

Required Experience

Technical Skills

Key Measures

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.

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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