Senior Customer Experience Consultant - US Military Cargo

Senior Customer Experience Consultant - US Military Cargo
Reports to: Regional Manager of CX – IMEA & Asia as an independent contributor
Based in: Korea, Republic of & Japan(Hiring for each country)

Reports to: Regional Manager of CX – IMEA & Asia

Based in: Korea, Republic of & Japan(Hiring for each country)

Job Purpose

This role reports functionally to the Regional Manager of CX - IMEA & Asia and is responsible for managing Maersk Line, Limited’s (MLL) existing contracts while driving business growth across the Asia Pacific region. The position focuses on strengthening customer relationships and promoting MLL’s service offerings. Key responsibilities include overseeing daily operational execution, ensuring full compliance with MLL and U.S. government regulatory frameworks and fostering cross-functional collaboration. Additionally, the role involves providing ongoing coaching and support to local teams to enhance customer satisfaction and deliver a superior customer experience.

Key Responsibility

·       Ensure smooth execution of cargo moving for US Government container shipping customers, including the US Military, Food Aid, Military Household Goods, US Government Project shippers & Foreign Military Sales, with a focus on customer satisfaction and end-to-end execution from booking through delivery. Colleagues will work to maintain an excellent customer service and operational relationship with local US Government Oversee and drive regional CX initiatives to ensure outstanding customer experience.

·       Formulate and implement strategies to boost operational efficiency and effectiveness.

·       Cultivate and sustain strong, long-term relationships with U.S. Government customers and other stakeholders.

·       Act as the primary coordination point for customer and various projects on the export side and make F2F quarterly connect

·       Work collaboratively with cross-functional teams to identify opportunities and resolve customer pain points.

·       Train and mentor Maersk colleagues to ensure effective execution, with a special focus on contractual compliance and legal regulations (FOCI, FAR, DFAR, FCA, Sanctions, and Export Controls Law).

·       Assist the V&E Manager in identifying and developing new service offerings received through OTO, PCO and Tenders.

·       Ensure On Time Delivery (OTD) for both U.S. and non-U.S. Military cargo.

·       Perform root cause analysis when performance targets are not met and implement corrective actions to drive continuous improvement and cost reduction.

·       Lead or contribute to strategic projects as assigned by leadership to support business improvement efforts.

·       Consistently demonstrate alignment with and commitment to the core values of A.P. Moller – Maersk.

·       Tasks will include executing / overseeing the following:

o   Booking of all types of US Government Cargo (US Military, Food Aid, Military House Hold Goods, US Project Cargo, and Foreign Military Sales)

o   End-to-end cargo tracking and reporting for US Government Cargo

o   End-to-end documentation coordination for US Government Cargo

o   Close communication with global intermodal and operational teams to ensure compliant handling of US Government cargo

Requirements

Education and Experience:

·       College Degree

·       5+ years of functional experience in the Transportation Industry

·       Customer Service experience preferred.

Technical Skills and Competencies:

·       Strong Customer Centricity

·       Solutions/Customer focused perspective

·       Team Leadership & Coaching

·       Excellent communication skills and interpersonal skills.

·       Ability to multi-task and display sense of urgency.

·       Able to build and maintain solid relationships (internal and external).

·       Excellent organization and problem-solving skills.

·       Conflict resolution and persuasion skills.

·       Ability to be a team player (essential).

Proficient in Microsoft Applications.

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.
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