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 managementCase ManagementCustomer onboarding and relationship managementContract and dispute managementand more.Key Responsibilities:Manage and drive the team for achieving the results assigned by the company.Coordination with internal and external stakeholders to achieve required delivery to customers with professional pro-active manner.Collaborate with broker/shippers/consignees/carriers/etc. for timely resolution of customer issues and queries.Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors. Engage in constructive problem resolution.Understanding business criticality and prioritizing the tasks effectively to ensure customer satisfaction.Work with Commercial team to establish and strengthen customer relationships.Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.Take full responsibilities and end-to-end ownership of customer shipments and issues. Performed as per the agreed terms in Service Level Agreement – Timely & Accurate deliverables as defined in SOPs / IOPs.Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s) & Global Operation Index (GOI)Monitor and help improve the end customer KPIs resulting in customer delight.Performed process component needed for LnS (bookings, customs clearance, trucking, etc.Booking ManagementBroker ManagementCarrier ManagementCargo Planning/ Receiving etc.Accurate and timely reporting requested.Who are we looking for:Bachelor’s Degree in related filed.Good command in English – Be able to communicate verbally and in writing spontaneously4-5 years experiences with international freight forwarding market, experience in customs formality process and brokerage service of various transportation mode – Import/ Export/ Freezone, Ocean, Air, Domestic and cross borderExcellent Stakeholder management-, interpersonal-, and communication-skillsEnergetic, Well-organized, and Self-InitiatedAnalytical and problem-solving skillsAbility to work under pressure keeping quality in focusStrategic thinking in terms commercial growth accordance with complianceAbility to manage a multi-layer team of teamsAbility to build team and networkMaersk 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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing .
