Customer Experience Consultant

Key Responsibilities:

Be the primary point of contact for assigned CARE customers and act as an advocate for these customers, internally within Maersk.

Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires (including onboarding of customers to the CARE program), amongst others through regular customer visits.

Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.

Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.

Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions in order to pacify the situation and avoid unnecessary cost.

Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge, actively engaging with OTCX counterparts where relevant.

Be fully responsible for customer satisfaction of assigned customers.

Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation.

Understand per diem / demurrage implications for containers and its impact on company revenue.

Commercial intelligence: engage customers in discussions about new business opportunities, business and support expectations and competitor/market intelligence. Feed relevant intelligence back to stakeholders in MbM, ROM, CPM.

Remain current on changes in local & foreign rules, internal & external procedures and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.

In general, actively seek out and act on continuous improvement opportunities, automation both in relation to customers and internal / external stakeholders.

Managing the KPI’s.

Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.

 

Required Experience & Skills:

At least one-year commercial experience, preferably in customer service.

Working experience in the shipping industry and/or in customer service environment.

 

Key Measures:

Voice of Customer – Customer Satisfaction Survey (NPS).

Customer Satisfaction Survey (CSAT).

CARE capabilities (quality of customer interaction).

Communication efficiency/effectiveness (telephone, mail etc.) Transactional measures

Cross selling.

Case Management/Salesforce (TAT).

Other KPI’s/ Measurements.

 

Primary External Stakeholders:

Customers.

Authorities as locally relevant.

 

Primary Internal Stakeholders:

Sales.

Finance.

MbM, TbM, FbM.

OTCX.