Senior Customer Experience Agent - Logistics and Services

Opportunity
The role of Senior Customer Experience Agent is to own/manage the customer experience of the Customer who purchase our Intermodal services either with Ocean bundling or Standalone. This includes managing the end-to-end job process in compliance with all company procedures and being the owner of all customer issues, facilitating their timely and effective resolution by engaging relevant internal stakeholders. This also includes the outgoing communication derived to develop the relationship with customers to get extra volumes.
We Offer
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Key Responsibilities
Act as contact point for customers and be their advocate internally within Maersk
Ensure smooth execution of the end-to-end shipment lifecycle, engaging both the customer and relevant internal stakeholders
Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
Manage / improve day to day process interaction with customers across different channels. Utilize internal IT systems to proactively find solutions to reduce customer effort
Work with internal stakeholders collaboratively to deliver FINOPS KPI.
Commercial intelligence: engage customers in discussions about new business opportunities and competitor/market intelligence
In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
Always behave in a manner consistent with the A.P. Moller – Maersk values

We are looking for
Commercial experience (sales or customer service)
Logistics/supply chain Industry experience (internal and external)
Locally defined ‘technical’ experience
Ability to multi-task and work on a high pace environment
Experience in account management execution
Commercial knowledge and interest
Excellent communication skills
Relationship building skills, both with customers but also internal stakeholders
High-level logistics product understanding including how it solves different customer pains