Customer Experience Supervisor

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.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

• Customer channel management.
• Case Management.
• Customer onboarding and relationship management.
• Contract and dispute management and more.
• Management stream includes those who primarily lead people for whom they have employee lifecycle responsibilities including hire/fire decisions, coaching/mentoring, coordination of tasks, appraising performance, pay reviews, and developing for future assignments.
• The management responsibilities are in addition to job specific accountabilities for objectives such as setting direction and developing business & operational areas, developing policies & practices, and implementing business plans. The planning horizon can vary from short to long term dependent on the career stage and goal achievement is typically accomplished through performance of direct and/or indirect reports.
• Progression within this stream reflects acquisition of broad technical expertise, business and industry knowledge, and process and people leadership capabilities.
• Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution.

 

Customers

• Process customer’s orders in accordance with SOP’s and SLA, preferred digital – Inbound and Outbound.
• Own and maintain a life customer response desk by phone, email and other communication tools.
• Handle required paperwork related to customer’s operations, MLP services.
• Update and manage proof of delivery in the system and upload to customer websites where required.
• Provide reports to customers.
• Answer customer’s queries related to storage, delivery, general processing and special instructions.

 

People

• Determine roles & responsibilities of the team within his/her scope to achieve business objectives.
• Responsible for mentoring, coaching, performance review feedback, conducting disciplinary actions, and interviewing new employees.
• Develop talent and encourage leadership growth amongst employees.
• Drive engagement of the team.
• Ensure the team is aware of and comply with company, government, and customer policies, procedures, and regulations by engaging the right functions to deliver trainings as need.

 

Operational Excellence

• Interface with Operations to ensure operational readiness for all incoming and outgoing transactions.
• Update and monitor the systems for all account activities to ensure accuracy, completeness and condition/status of shipments.
• Leverage continuous improvement methods to enhance process accuracy.

 

Product

• Communicate with Management about ideas and solutions for continuous improvement.
• Communicate with Management about any concerns and/or issues related to customer queries that may the service quality and execution.
• Communicate with Management about any concerns and/or issues related to customer queries that may the service quality and execution.

 

HSSE

• Communicate to and train employees in HSSE processes and how to carry out their role safely ensuring training records are in place.

 

The ideal candidate will have:

• Bachelor’s degree in any related fields.
• Minimum 3 to 5 years of experience as Customer Experience.
• Experience working in logistic or supply chain.
• Experience in Warehousing is a plus.
• Analytical, problem solving, and organizational skills.
• Demonstrated experience working with customers to improve business operations and results.
• leadership skills.
• Proficient with MS Office programs and strong overall system skills (YMS, TMS, WMS).
• Experience of working in a fast paced/growth environment.
• Cross-functional collaboration.
• Open-minded and likes to work in a diverse and international environment.
• fluent in English

 

We are offering to you:

• A job at the very heart of Maersk’s commercial organization in which you will be part of a great diverse team.
• A dynamic, high-impact environment.
• A great team culture with people from multiple countries and varied experiences.
• A unique opportunity to learn and grow new skills in a fast growing and exciting environment.
• Access to internal training opportunities.
• A performance-oriented but collaborative team.

Tagged as: Logistics & Supply Chain