Customer Experience Partner

1 week ago

Copenhagen, Copenhagen, Denmark Maersk Full time

Opportunity

At Maersk, we are pioneers in logistics, expanding our capabilities to become a truly end-to-end logistics service provider. We empower our team members to find new ways to simplify logistics and make it customer-friendly. This is about the change you can make in our world.

We strive to make trade more open, inclusive, and sustainable for communities, customers, and employees worldwide. With Maersk, you'll be part of a global team that drives positive change.

We Offer

In Maersk, you'll have the opportunity to take on new challenges and be trusted to make decisions. We offer a global career at the forefront of world trade, with modern talent development initiatives and competitive benefits. Our people define our industry leadership, global team culture, and customer-centric focus.

We work across continents, cultures, and with individuals from all walks of life. This drives our ambition to create equitable and inclusive workplaces where every individual can have a sense of belonging.

Key Responsibilities:

You will provide services to customers once they are onboarded in the Maersk environment. Activities may include:

  • Managing and monitoring the end-to-end shipment process.
  • Coordinating with various stakeholders in shipment process handling.
  • Orchestrating the overall flow of an end-to-end shipment.
  • Providing value-added services to customers through effective business solutions.
  • Query resolution with shippers, customers, key account managers, and other stakeholders.
  • Maintaining a customer-centric approach to avoid errors and take preventive measures.
  • Preparing and submitting documents in a timely and accurate manner.
  • Responsible for cross-selling, upselling, and customer retention.
  • Adhering to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs).
  • Identifying deviations in process and sharing them proactively with customers and reporting heads.
  • Responding to enquiries in a timely and accurate manner and escalating difficulties as defined in SOPs/IOPs.
  • Maintaining effective and proactive communication with clients.
  • Recording and reporting performance to provide suitable recommendations.
  • Working with the KCMs/commercial team to establish and strengthen customer relationships.
  • Complying with specific customer SOPs and monitoring respective KPIs.
  • Executing reports or other tasks assigned by Team Leaders/Managers.

We are looking for:

  • Relevant experience within logistics and related areas.
  • Good knowledge of and experience with logistics companies and supply chain management operations.
  • Excellent communication skills and the ability to communicate confidently with stakeholders.
  • Language requirements: English, French, Spanish.
  • Passion to drive closures and high-level customer service orientation.
  • Well-organized when working under pressure.
  • Team player – works together with others in the business unit to achieve results.
  • Good understanding of operational processes.
  • Conveys a sense of urgency and drives issues to closure.
  • Positive and proactive attitude.

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