CX Consultant

As Customer Service Agent, you’ll play a vital part in our success You’ll proactively identify issues, mitigating them and achieve best-in-class Customer Service. Owns and manages the customer experience. Our customer service team has responsibility for end-to- end customer experience, in compliance with relevant company procedures and agreements with customer.

Owns all customer issues and facilitates their timely and effective resolution. As a Customer Service Agent, you will be the primary point of contact for A key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience.
• Act as the first point of contact for customer needs.
• Focal contact point between origins/destinations and for assigned brokers.
• Execution of the day-to day order management and local activities.
• Destination milestones monitoring & Document management.
• Follow up on: Origin’s performance, Data quality reports, escalations, and carrier issues.
• Exception Management & Resolutions.
• Handling of claims and issues
• Lead root cause analysis
• Regularly review and update SOP/IOPs.
• Responds to all enquiries in a timely and accurate manner.
• Ensure smooth execution of the end-to-end shipments by working closely with the customers and 3PL as well as internal/external stakeholders.
• Ensure all activities are conducted in compliance with customer SOP.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Be fully responsible for customer satisfaction.
• To monitor the performance of third-party suppliers with the aim of identifying areas for improvement.
• Coordinating shipment operations with stakeholders in time to make the shipment depart/arrive regarding the customer expectation.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Focuses on high-quality data to set a high standard for all the assignments managed.
• Proactively identify challenges within the clients supply chain process and suggest solutions to optimize the process.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Identify and execute upselling opportunities.

What we are looking for:

• At least 2 years in operations or customer services roles in International Transportation, Logistics, or Freight Forwarding.
• Reefer or DG Cargo Handling (desirable).
• Bachelor’s Degree in international commerce, Administration, Economy, Engineering Careers or related areas.
• Proficient in English at an intermediate high level, both in written and spoken communication (70-90%).
• Analytical and problem-solving skills
• Ability to work under pressure keeping quality focus.
• Excellent Stakeholder management and communication-skills.
• experience in similar positions having served customers in a Logistics/Transport company.
• Planning and execution capabilities
• Microsoft tools: Outlook, Teams, One drive
• Positive, proactive, and persistent.
• Responsible and organized.
• High Sense of urgency.
• Focus on details.
• Good communication skills.
• Fast learner.

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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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