4PL Customer Experience Manager

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:

​As a Customer Experience Manager, you will be the first point of contact for CX Agent to escalate for operations issues, customer feedback, a customer relationship builder and handles performance management.

• Leading and managing the CX team 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 alignment with agreed client SLA’s.

• Ensure that the CX team adhere to service standards for: Coordinating relevant stakeholders to perform end-to-end shipment process; Resolving issues/query from relevant stakeholders; Responding to customer enquiries.

• Monitor data integrity of systems.

• Responsible for cross sell/up sell, customer retention.

• Follow up on Outstanding payments.

• Implementation of new customers; 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 KAMs/ Commercial team to establish and strengthen customer relationships.

What we are looking for:

• Talent with substantial leadership experience and extensive years of operational knowledge and customer service in Logistics and Supply Chain, preferably 4PL products or 2PL/3PL management position.

• Good knowledge of and experience with 4PL or Supply Chain Management operations, from both origin and destination.

• Experience with setting up or rolling out 4PL or Supply Chain Management application & systems.

• Having worked in various geographies and/or having managed a scope spanning across multiple countries.

• Strong conceptual abilities – able to translate complex issues into ideas and actions.

• Flair for and interest in processes and systems.

• Good communicator with ability to translate technical knowledge to both technical and non-technical people.

• Ambition to support a specialist network.

• Proficient in English communication.

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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