Customer Experience Consultant

The colleague will contribute to great customer experience by fostering positive customer interactions, identifying customer issues, providing solutions, and conversing in a polite and professional manner. This is a great position for the individual who enjoys working in a collaborative team environment, corresponding by both phone and email, can ask probing questions to determine true issues, and has a talent for investigating complex problems. The ideal candidate will find satisfaction in tracking down the information needed to answer questions and resolve customer issues swiftly. This position is especially suited for the individual who prefers a varied and challenging work environment. Applicant must have the ability and desire to become well-versed in the utilization of various databases, policies and procedures.

• Own and manage the end-to-end customer experience in compliance with company procedures.
• Take ownership of customer issues and facilitate the timely and effective resolution by engaging relevant stakeholders (internal/external) to achieve customer satisfaction.
• Assist customers through direct contact with, but not limited to, the following:
• Import Demurrage, Import Detention and/or Rail Storage inquiries, payment procedures and processing.
• Utilize various internal and external systems to ensure the release of cargo is handled within established timeframes. 
• Receiving requests and executing release against respective process while ensuring all legal and financial requirements are met.
• Education on all required rail/CY/terminal processes and procedures as it relates to billable party, free time, rates, etc.
• Researching, interpreting and applying service contact free time terms as required.
• Liaise with customers, 3rd party terminals, rail, and CY’s on process changes or improvements.
• Work within Salesforce/Case Management to address shipment related issues/inquiries through frequent/timely communication to full resolution as per agreed SLA.
• Understand implications and the impact on company revenue.
• Understand and be familiar with KPIs/procedures/objectives and act in line with set targets.
• Drive continuous improvement as part of our Lean Operating Model to reduce waste and drive efficiencies across our processes.
• Monitor agreed service levels, identify root cause when targets are not met, and advise management of potential service failures and/or trends.
• Consistently demonstrate in a manner loyal to the A.P. Moller – Maersk Group Core Values and Character.

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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