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.
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.
We Offer
This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded. You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other
Key Responsibilities:
Leading and managing the Customer Experience (CX) teams to focus on the key Customer Service Drivers:
Easy to Do Business with
Timely Delivery of Documents
Pro-Active Notification
Exception Management
Efficient claim handling
Ensure service delivery aligns with agreed client SLAs.
Ensure that the CS teams adhere to service standards for:
Coordinating relevant stakeholders to perform the Logistics & Services shipment process.
Resolving issues/queries from relevant stakeholders.
Responding to customer enquiries.
Monitor data integrity of systems.
Responsible for cross-selling/upselling and customer retention.
Follow up on Outstanding payments.
Implementation of new customers into the CX and COE; ensure proper SOPs/IOPs are established and managed through any related hyper-care.
Record and report the performance of the designated set of Customers that help provide suitable recommendations on: Service delivery wins/Service failures.
Work with the Product/Commercial/Delivery team to establish and strengthen customer relationships.
We Are Looking For
Have at least 5 years of working experience with at least 2 years of experience in a leadership/team management role.
Have strong customer service & operational knowledge in the Logistics and Supply Chain industry, preferably in freight forwarding or shipping companies.
Have good experience in managing a team that can be based in different locations.
Strong communication abilities – able to translate complex issues into simple solutions and take action.
Attention to detail. Can follow and improve the processes and systems.
Have a great customer-centric mindset and know how to balance between the company and the customer.
Have good English skills (4 skills)
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.