Customer Experience Consultant 4PL

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.

We Offer 
As a company, we offer a truly global environment where you will be surrounded by great talent and for the right profile, have the opportunity to thrive and learn both as a person and as a professional.

Key Responsibilities

Job Summary and Scope

As a Customer Service Consultant – 4PL  you will be pivotal in delivering best-in-class customer service by identifying and resolving issues proactively. You will own and manage the end-to-end customer experience, ensuring compliance with company procedures and agreements while facilitating timely resolutions.

Serving as the primary point of contact for a key customer, you will oversee the logistics lifecycle, collaborate with stakeholders, and focus on customer satisfaction, process efficiency, and business growth.

• Deliver a best-in-class Customer Service experience.
• Act as the first point of contact for customer needs.
• Focal contact point between origins/destinations.
• Execution of the day-to day order management and local activities. 
• Destination milestones monitoring & Document management.
• Follow up on: Origin’s performance, Data quality reports, escalations, and carrier issues. 
• Exception Management & Resolutions.
• Handling issues 
• Lead root cause analysis 
• Responds to all enquiries in a timely and accurate manner.
• Ensure smooth execution for export shipments by working closely with the customers and 3PL as well as internal/external stakeholders.
• Ensure all activities are conducted in compliance with customer SOP.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Take ownership of the customer issues and solve in an urgent and responsible manner.
• Be fully responsible for customer satisfaction.
• Coordinating shipment operations with stakeholders in time to make the shipment depart/arrive regarding the customer expectation.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Focuses on high-quality data to set a high standard for all the assignments managed.
• Proactively identify challenges within the clients supply chain process and suggest solutions to optimize the process.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Identify and execute upselling opportunities.

Who we are looking for 

• University Degree (Bachelor´s degree or equivalent desired)
• +3 years of experience in similar positions having served customers in a Logistics/Transport company.
• Positive attitude, team player and proactiveness
• Advanced English- Capable to have business conversations and perform presentations.
• Intermediate/Advanced Excel (graphics, dynamic tables, formulas).
• Advanced presentation skills.
• Communication- Ability to perform presentations and to explain complex processes to different auditoriums.
• Excellent Written and Verbal skills with people at all levels across the organisation.
• Microsoft tools: Outlook, Teams, One drive
• Operational savvy (end to end): Export, Import, documentation.

You have been reading so far, we’re glad to see you are interested. And if you want to use your skills to make a difference, we look forward to hearing from you. Apply now! 

Join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade! 

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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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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