Customer Experience Consultant

2 weeks ago

Manila, National Capital Region, Philippines A.P. Moller - Maersk Full time ₱400,000 - ₱800,000 per year

Purpose of the role : Responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer.

Responsibilities:

  • Customer's business acumen and ability to know what factors drives the decision making.
  • Onboard customers and build strong and collaborative relationship with both established and new customers.
  • Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
  • Understanding of external factors impacting Customer's supply Chain & understand their sense of urgency, service needs, drivers and desires.
  • Ability to align with customer expectations upfront & to be able to respond with suggested solutions.
  • Be fully responsible for customer satisfaction across Maersk product offering (own customers).
  • Lead Digital adoption discussions with customers.
  • Cross-sell & upsell Logistics and Services products to customers.
  • Performance reviews with customer.
  • Responsible for vendor management and shipment order consolidation planning, without physical cargo execution.
  • Proactively track shipments and notify customers of relevant deviations from the transport plan including potential solutions or alternatives.
  • Willingness to go the extra mile towards the customers & with focus on providing solutions.
  • In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal /external stakeholders.

Accountable for

  • Individual customer experience
  • End-to-end shipment order journey
  • Representing Maersk in front of the customers

Consulted about

  • Customer processes & procedures
  • Execution of individual customer's plans
  • Business and Product development agenda for Area products

Qualifications:

  • Relevant work experience of 2-5 years
  • Knowledge and experience of shipping, supply chain or logistics industry
  • Excellent Stakeholder management, interpersonal, and communication-skills
  • Energetic, Well-organized, and Self-Initiated
  • Analytical and problem-solving skills
  • Good Process understanding & digital proficiency
  • Ability to work under pressure keeping quality in focus
  • Strong execution mindset
  • Strong Cost conscious and optimization mindset

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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