Customer Experience Consultant
Opportunity
The position holder will be responsible for driving customer experience throughout the end-to-end shipment process of their files from the pre-alert till the delivery of the documentation, executing , supporting and supervising daily operations tasks related, in accordance with agreed procedures, to deliver results within specified transit time/SLA and manage the customer experience of her/his customers by identifying issues proactively, and building strong relationships with customers and identifying solutions which benefits both Maersk and the customer.
Principal responsibilities:
Support sales in growing our Agri-commodity vertical especially timber, cocoa, coffee and sesame.
Manage a portfolio of Agri-commodity customers and be fully accountable for their experience.
Ensure proper Customer onboarding to ensure proper collaboration throughout the management of the account.
Drive customer experience throughout the end-to-end shipment cycle.
Be the focal point of contact of customer from the pre-alert till the delivery of the file.
Proactively advice all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms.
Prevent and avoid any possible additional costs (storages/ demurrage/ detention/...) that can negatively affect the margin initially estimated.
Take all measures proactively to solve any issues preventing process completion, and if unsuccessful, immediately escalate to the ICX leader, or in her absence the CX Manager.
Make sure all required KPI data is captured and that TrakIT is updated in timely.
Coordinate with internal & external stakeholder for the proper execution of operation within the SLA agreed per step.
Support interaction with shippers, their representatives, and potential clients of Maersk Cameroon SA ensuring that the company is always represented in the best possible light.
Skills and competencies:
Min 2 years of experience of CX in the logistic industry.
Basic transit import/export operations understanding
Client product knowledge
Fluent in French and English
Experience on Agri commodity (woods, cocoa, Coffee, Sesame, Arabic gum. Cotton) is an Advantage
Skill/knowledge required to perform routine and continuous activities.
Exposure to continuous improvement techniques
Soft-skills: Teamwork, Process execution leadership, Communication, and Interpersonal understanding.
System: TRAKIT- Case Management -Kewill- GCSS – Agent View
P.S: Please make sure to apply before 11 October 2024.
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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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