Customer Experience Consultant - Retail

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer:

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other. 

Location: Jakarta, Indonesia

Job Description:

Customer Experience Consultant - Retail includes roles that provide services to customers once they are onboarded in the Maersk environment. You will build a strong relationship with mostly key client customers, understand their business and managing a tailor-made solutions for their business requirements. On top of it, you will also deliver excellent cross-functional collaboration and provide the value of integration to the customer of Maersk as a global integrator for container logistics. Activities may include the following (but are not limited to) the following.

Key Responsibilities:

• Customer Channel Management: Handles day-to-day communication via Salesforce Case Management and Calls
• Client Relationship Management: Develop and maintain strong relationship with key clients to understand their specific needs, expectations, and feedback
• Experience Strategy Development: Design and implement customer experience strategies tailored to the client's unique requirements and industry standards
• Data Analysis and Reporting: Analyze customer behavior and feedback, relate them to the performance metrics to identify trends and areas for improvement in service delivery
• Cross-Functional Collaboration: Work closely with internal stakeholders (operations, sales, depot, and supply chain management teams) to ensure alignment on customer initiatives and best practices
• Customer Journey Mapping: Map and evaluate customer journey, identifying pain points and opportunities to enhance overall experience, factored by the net promoter score
• Crisis Management: Develop and execute strategies for managing customer issues or complaints effectively and promptly with a trusted advisor-mindset followed by strong ownership and logistics know-how
• Stakeholder Communication: Regularly communicate progress, insights, and recommendations to key stakeholders, as well as taking proactive measure to anticipate potential issues
• Enabling Growth: Meeting internal and customer KPI, orchestrate room for improvement, maximize productivity, and gauge likelihood to win new business thru cross/upselling to support company's growth strategy

What we are looking for:

• Fast learner, who already has knowledge and familiarity of the logistics industry for at least 2 years of experience
• Preferably those who already has prior experience working in a shipping line, lead logistics SCM, and/or freight forwarders
• Excellent verbal and written communication to convey explorative advice and bridge solution for customers
• Proficiency in Microsoft Excel
• Advanced English and communication skills
• Meticulous attention to detail to ensure accuracy and compliance, enable a pre-emptive act toward potential disruptions
• Highly motivated individual who has a lot of ideas an initiative, dare to speak up and challenge the status quo
• Team player who adapts quickly with a shifting dynamic, applying high standards, and has strong customer-centric mindset
• Individual who are willing to explore the products, tools, and understanding of Maersk organization and its wide-range variety of businesses
• Particularly resilient individual who are willing to work literally inches away from their customers

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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