Job Description

Responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer.The Customer Experience Consultant will be based in Paya Lebar, Singapore.OpportunityMaersk is a global leader in integrated logistics and have been industry pioneers 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 organisation 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.We OfferThis individual is responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer.Key ResponsibilitiesCX Consultant is responsible for below scope, but not limited to:Customer\xe2\x80\x99s business acumen and ability to know what factors drives the decision making.Case ManagementContract and dispute managementOnboard customers and build strong and collaborative relationship with both established and new customers.Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.Understanding of external factors impacting Customer\xe2\x80\x99s supply Chain & understand their sense of urgency, service needs, drivers and desires.Ability to align with customer expectations upfront & to be able to respond with suggested solutions.Be fully responsible for customer satisfaction across Maersk product offering (own customers), including SCM performance and KCXI rating driving for responsible accounts.Lead Digital adoption discussions with customers.Cross-sell & upsell Logistics and Services products to customers.Performance reviews with customer.Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.Willingness to go the extra mile towards the customers & with focus on providing solutions.In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.We are looking forRequired Education/Work ExperienceBachelor\xe2\x80\x99s Degree in Logistics/Supply Chain ManagementLogistic & freight forwarding experience background is preferred.Minimum 5 years of relevant experience in shipping, forwarding, and supply chain operations would be an advantage.Good exposure to SCM operation knowledge and also with Ocean background is a PLUS.Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.Proficiency in Microsoft Office applications is a PLUS.Required SkillsGood verbal and written English skills for co-ordination with origin & destination offices, warehouse, carriers, internal stakeholdersGood business knowledge/process understanding to provide a value add to the customers through effective business solutionsAbility to work under pressure and fast-moving environmentStrong service mindset with a sense of urgencyAble to multitask effectivelyHigh attention to detail, critical thinkerTeam player, skilled in coordinating and able to work in a diverse teamAgile and able to make independent decision upon delegationMaersk 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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Maersk