Maersk

The core purpose of this role is to deliver a seamless customer experience and to continuously identify operational improvements to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).

This role further engages closely with team manager, peers, and others key stakeholders to continuously emphasize on creating value to customers.

This position also holds

o The primary responsibility for driving consistent customer experience,

o Exceptional handling as Frontline Customer Service.

Key Responsibilities

(The key activities the position is required to deliver to achieve the role purpose/ accountabilities of the job holder)

• Understand customer SOP/IOP and deliver as per customer expectation.
• Develop and maintain effective relationships with customers, key stakeholders.
• Vendors/shippers management
• Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.
• Identify and propose customer experience improvements and service deliverables.
• Be ownership to customer experience provision and continuous improvement or innovation.
• Work with Team Manager and Client Program Manager to establish and strengthen customer relationships.
• Monitor responsiveness on query resolution with Customers / shippers / Client Program Managers.
• Work with direct manager and peers to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
• Regularly meet / conference call with customers, shippers, and key stakeholders to review customer experience improvement.
• Support implementations of new clients or innovative programs when needed.

Expectations from the Role

(The outcomes that the job holder is expected to drive through fulfilment of his/her responsibilities)

• Individual objectives and customer KPI’s are achieved as Target.
• Deliver Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) as per agreed target.
• Build up rapport with clients and key stakeholders.
• Initiate value creation to customers through Maersk Integrated Solutions.
• Control service failure and ensure tangible Root Causes and Action Plans well identified to prevent from happening same failure again.
• Complete the required trainings within timeline.
• Regularly conduct Career Conversation and Performance Conversation with Team Manager based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) Program.
• Develops & maintains a customer centricity mindset in the team & join team for motivated to go the extra mile.
• Develop to become a Trusted Advisor for customer.
• Be an excellent team player to help driving client KPI’s and team’s KPI are achieved as per target.
• Deliver Ad Hoc reports or assignment within agreed deadlines

KPI’s (suggested – working group to validate)

• KCXI
• Customer Retention & Satisfaction Survey Scores
• Employee Engagement
• Cross-Sell
• Process improvement initiative (collaboration)

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational Efficiency & Customer Service Experience

• Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.
• Alignment with our values.
• Track record of success in a high paced environment.
• Ambition and drive to excel together with others.
• An international mind-set and inclusive behaviour.
• Ardent desire to pursue a long-term career in transport and logistics.
• International mobility and willingness to travel. 
• An excellent command of spoken and written English.

Relationship Management

• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration.
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment.
• Good influencing skills

Passion for Customer Service

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Well-organized when working under pressure.
• Proactive and exhibits excellent problem-solving capabilities.

Core Competencies:

• Customer oriented
• Result oriented mind-set.
• Excellent communication skills with proactive mind-set.
• Well collaboration with stakeholders.
• Positive mind-set and friendly people.

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.

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 accommodationrequests@maersk.com.