We need a Senior Customer Experience Consultant,
- Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership. Person will be responsible to Improve Customer Experience and Drive Operational Excellence.
- Align and coordinate with multiple external and internal stakeholders on customer specific requirements with Internal Operating Procedure (IOP) and Standard Operating Procedure (SOP) as outputs.
- Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
- Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
- Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience
- Coordinate closely with the Global CX Consultant and the network of CX Consultants across other locations for a consistent service delivery
- Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
- Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
- Manage first level of operational escalations and non-routine exceptions, including establishing contingency plans to mitigate impact.
- Proactively provide insights to customers on potential service disruptions and work with them in developing business continuity or recovery plans.
- Facilitate regular monthly business reviews with customers to discuss performance and align on future plans and priorities
Enable Growth
- Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
- Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.
Value-Enhancing
- Collaborate with customers on strategic projects and initiatives that deliver immediate to near-term tangible business outcomes.
Accountable for:
- Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
- Delivering operational excellence to provide seamless customer experience while maximizing individual productivity
- Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
- Creating additional value for customers by partnering on initiatives aimed at achieving their business objectives
Key metrics:
- Customer Satisfaction i.e. Net Promoter Score
- Customer-felt KPI/SLAs
- Process specific KPI/SLAs
- Service Package Compliance
- Productivity
- Upselling/Cross Selling
- Volume Conversion/Contract Fulfillment
- Value-Enhancing Business Impact
Key competencies:
- 5+ years of relevant experience. Ownership, Customer Orientation (Advanced)
- Effective Communication, Data Savvy (Proficient).
- Problem Solving Skills
- Product knowledge in Lead Logistics, Landside/First mile, Depots & Customs
Qatar (Regional) Experience is mandatory.
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.
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 .
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