Description:
We are looking for a Customer Experience Partner to join our high performing team. Responsible for owning/managing the customer experience of his/her customers by 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.
- Understanding of external factors impacting Customer’s supply Chain and understand their sense of urgency, service needs, drivers, and desires.
- Ability to align with customer expectations upfront and to be able to respond with suggested solutions.
- 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.
- Performance reviews with customer.
- Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.
- Willingness to go the extra mile towards the customers and with focus on providing solutions.
- In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
- Review and update SOP / IOPs based on frequent issues resolution / exception management (with customer and CPM).
- Work closely with GSC to lead and accelerate efficiency.
- Identify recurring issues in delivery performance and initiate steps to address the root cause.
Critical Competencies
- Strong business acumen and excellent commercial knowledge and understanding of the local market landscape
- Continuous growth and improvement mindset with global orientation
- Effective leadership and coaching skills
- Prioritization capabilities
- Cost consciousness
- Knowledge and relationships with key local stakeholder