Job Description

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.At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let\'s sail towards a brighter, more sustainable future with Maersk.PurposeBuilds strong and lasting relationships with customers and provides second-to-none customer service. Has responsibility for the end-to-end customer experience. Engages in constructive problem resolution and provides solutions. Acts and communicates proactively to keep customers informed of any issues or changes. Addresses root causes and seeks continuous improvements; is constantly looking for ways to improve work processes. Works independently and assists the team in realizing goals and standards; shares knowledge and best practices.The role of the Vertical Customer Experience Consultant is to own and manage the customer experience who is using our booking agent service. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with the company procedures, ensuring that the cargo is transported as per the transport plan promised.We offerAn exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with a focus on creating valuable relations with our customers.A fun-filled and motivating workplace.Career development programA comprehensive learning and development plan in Customer Service including soft skills and communications skillsEnd-to-end knowledge of shipping/freight forwarding and cross-functional projectsPurpose of the role: Responsible for owning and managing key customers by identifying issues proactively, building a strong relationship with customers, and identifying solutions that benefits both Maersk and customers.Key ResponsibilityCustomer business acumen and ability to know what factors drives the decision makingOnboard customers and build strong and collaborative relationship with both established and new customersBe primary point of contact for own customers and ensure smooth execution of the end to end shipments lifecycle by working closely with the customers as well as internal stakeholders.Understand of external factors impacting customers\' supply chain & understand their sense of urgency, service needs, drivers and desires.Ability to align customer expectation upfront & to be able to respond with suggested solutionsBe fully responsible for customer satisfaction across Maersk product offeringsLead digital adoption discussions with customersCross sell and upsell logistics and services products and customersPerformance review with customersResponsible for vendor management and shipment order consolidation planning without physical cargo execution.Proactively track shipments and notify customers of relevant deviation from the transport plan including potential solutions and alternativesWillingness to go extra miles towards the customers & with focus to provide solutionsIn general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal/external stakeholdersWho we are looking forA few years of customer service-related experience, preferably working in a freight forwarding company/carrier-related role.Good command of written and spoken EnglishExcellent communication and presentation skillsGood Excel and analytical skillsA change agent, always ready to try new initiativesAble to work independently and also a team playerA problem solver with a positive attitudeExhibit professionalism and friendlinessSomeone who is excited to do or learn the above!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.
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Maersk