Customer Experience Specialist
hace 1 semana
As a Customer Experience Consultant at Maersk, you will play a crucial role in ensuring the efficient coordination of assigned Supply Chain (SCM) accounts. Your responsibilities will include ensuring compliance with clients' SOP/IOP/SLA and company procedures, while maintaining a high level of customer service.
Key Responsibilities:- Coordinate SCM accounts to ensure efficient shipment execution and compliance with client agreements.
- Monitor and report on key performance indicators (KPIs) and client satisfaction levels.
- Develop and maintain strong relationships with external and internal customers, suppliers, and stakeholders.
- Support the Lead Logistics Team in reviewing operational procedures and implementing new accounts, procedures, and systems.
- Provide weekly performance reports to the Lead Logistics CX Manager through the MOS presentation.
- Continuously strive to improve data quality, service levels, and productivity.
- Identify new business opportunities for assigned accounts and support the development of strategies to capitalize on these opportunities.
- Monitor and report on open POs and deviations from client SOP/IOP/SLA specifications.
- Work closely with origin offices to ensure compliance with client SOP/IOP/SLA, including data quality.
- Process bookings, confirm bookings, and send shipping instructions to carriers in a timely manner.
- Check destination countries' regulations to avoid penalties and ensure compliance.
- Perform transmissions (e.g., ASN, ISF, 315 message) and follow up on their reception.
- Update shipment details in MODS and communicate with the GSC for MODS updates.
- Keep customers informed about shipment status throughout the process.
- Use Connective Task Management (CTM) Tool and Communication Cost Tool (CCT) to ensure shipments are attended properly and invoiced on time.
- At least 5 years of experience in operations or customer services roles in International Transportation, Logistics, or Freight Forwarding.
- Bachelor's Degree in international commerce, Administration, Economy, Engineering Careers, or related areas.
- Advanced level of written and spoken English.
- Knowledge of the freight forwarding business.
- Planning and execution capabilities.
- Analytical and problem-solving skills.
- Positive, proactive, and persistent attitude.
- Responsible and organized.
- Good communication skills.
- Ability to work under pressure while maintaining quality focus.
- Excellent stakeholder management.
Maersk is committed to a diverse and inclusive workplace and welcomes applicants without regard to race, color, 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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