Senior Customer Experience Partner

Senior Customer Experience Partner

The Senior Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup

of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution.

As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource

and support our long-term vision of integrator.

As an external party in JCB, it’s expected that you also follow our customers value and policies. You always represent Maersk.

We Offer

We offer you an exciting global career at the forefront of world trade.
Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.

We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.
 

When you join our team you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental and vision insurance, and paid time-off – and our parental leave policy is recognized world-wide as one of the best in the industry.

Key Responsibilities

• Understand the supply chain SCM account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs.
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager, KCM or Customer Experience Manager where applicable.
• Collaborate and lead the Global Service Centre (GSC) staff assigned to the key account.
• Maintain IOPs, SOPs and KPIs in accordance with business changes.
• Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
• Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible in presenting to the customer.
• Assist and coordinate new tactical and operational project initiated by the client and/or Maersk.
• Day to day coordination of domestic shipments with all parties
• Onboarding of truckers and vendors to operating platform – Transporeon
• Procurement within Transporeon (new task versus original model)
• Review rates, evaluate routings and provide performance of service (new task versus original model)
• Ensure compliance with applicable federal, state, and local laws and regulations, adherence to company procedures and policies.
• Engage in communication with logistics suppliers to provide proactive demurrage and detention handling.
• Performs other position related duties as specified by management. Can’t take task from customer without.
• Maersk review and approval. This to preserve good order.

Key Requirements:

• Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in transportation or international logistics, international business required.
• 3-5 years of SCM or similar industry experience
• Solid SCM / Shipping operations background
• International Logistics experience preferred
• Excellent written and verbal communication skills
• Customer and people oriented
• MS Office tools, data analytics and reporting
• Team player with proven ability to work under pressure and independently with little supervision.
• Visible driving force of Maersk Values and winning behaviours.
• A strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills.
• Knowledge of logistics market.
• Focus on delivering high quality work.
• Excellent conflict resolution and problem-solving skills.
• Able to manage ambiguity an able to work in agile environment

As an external party to the CUSTOMER, employee should follow-up Maersk and CUSTOMER policies. The Inhouse must following this basic housekeeping rules:

• Shall not receive or review in person shipment delivery.
• Shall not enter production facility, to review any production failure or lack of inventory. * Not including visits to understand the operational flow.
• Shall not go to the port, terminal, rail, etc to review any problem with the cargo.
• For any business travel, this must be requested to Manager for approval.
• This is an onsite role, from Monday-Friday 7:00 am - 4:00 pm.
• You are expected to be available from time to time to follow up pending topics or urgent deliveries happening after office hours or weekends.
• You will be provided with a desk setup and laptop to do your job, and a company phone too be used for business.

Job Type:

Full Time

Salary:

$80,100 - $87,100*

Benefits:

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location.  The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Business Casual Monday - Friday: Professional attire is required.

Address: JCB North America, 2000 Bamford Blvd, Pooler, GA 31322

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

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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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