At A.P Maersk, we have a vision to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen. We’re taking a big step on this journey, carrying out a vital mission: support our employees, so they can best support our customers and be a brand ambassador.

As an Integrated Customer Experience Consultant, your primary responsibility is to serve as the focal point per assigned customer list to advise customers on best practices and equally ensure timely resolution of customer issues. You will take full ownership, including cost management, for delivering a superior customer experience in Supply Chain Management (SCM), Ocean, Intermodal, Customs House Brokerage (CHB), and Less-than-Container Load (LCL) activities for Customers in the Global Key Account and the AGRO vertical.

Your role involves ensuring the achievement of established business targets and collaborating closely with relevant stakeholders internally and externally.

Responsibilities:

• Own customer issues and engage relevant stakeholders to ensure timely resolution.

• Advise customers on the best practices in terms of shipment planning in their supply chain.

• Serve as the focal point of contact per assigned list of customers.

• Proactively handle end-to-end issue resolution for a seamless customer experience.

• Ensure customer targets are met through on time deliveries and timely communication.

• Actively monitor Net Promoter Score (NPS) for Customers within the portfolio.

• Continuous Improvement - Identify process gaps and actively participate in improvement actions.

• Improve carrier haulage by upselling Maersk inland products.

• Undertake any additional tasks or projects as assigned.

Who we are looking for:

• + 2 Years of Experience of CX in the logistic industry.

• Fluent English is Required.

• Good knowledge of Depot related activities.

• A proactive individual ready to learn and unlearn to provide solutions to customers’ need.

• Detail-oriented candidate with keen focus on delivering exceptional customer experience.

• Ability to build strong relationships with relevant stakeholders within the supply chain industry.

• Strong business acumen and goal-oriented person.

• Ability to improve customer experience while keeping delivery and support activities cost efficient.

• Well-versed in local logistics operations including depot related activities, ocean business, competition, and systems.

• University degree (preferably in Agri business, Logistics & or Supply Chain Management) is required.

If you are a proactive and results-driven individual with a passion to delight our customers with exceptional service experiences, we invite you to apply for this challenging and rewarding role before the 11th of November 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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