Description:
Responsible for managing vertical portfolios of large and medium sized BCOs including Area Booster accounts under integrated customer experience; mature partnership with customers to expand coverage across Tbm/MbM; Identifying issues proactively, building strong relationship with customers and identifying solutions which benefit both Maersk and the customer.
Key Responsibilities
- Customer’s business acumen and ability to know what factors drive the decision making.
- Onboard 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.
- Ensure proactive customer support and issue resolution for a seamless customer experience in cross-functional teams, and across all products in scope.
- Be fully responsible for customer satisfaction across Maersk product offering (own customers).
- Lead Digital adoption discussions with customers.
- Cross-sell & upsell Logistics and Services products to customers.
- In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
- Work closely with GSC to lead and accelerate efficiency.
- Identify recurring issues in delivery performance and initiate steps to address the root cause.
- Manage customer service counters in upcountry.
Critical Competencies
- Strong business acumen and excellent commercial knowledge and understanding of the local market landscape.
- Fully conversant with Maersk Ocean and L&S products and processes
- Continuous growth and improvement mindset with global orientation
- Customer care – going extra mile.
- Prioritization capabilities
- Cost consciousness
- Knowledge and relationships with key local stakeholder