Customer Experience Consultant

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.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

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

In this position, the incumbent will have an opportunity to acquire skills and knowledge in the following areas:

• Import and Export Process for food and beverage and mostly on REEFERS
• Transport and Logistics Operation
• Reefer market business
  
  

Key Responsibilities

Purpose of the Role

• Monitor reefer bookings and ensure contract rates as signed-off agreement has been followed prior to the execution (VISMIN area)
• To keep track of shipments – departure from POL, vessel arrival at POD, vessel reefer plug-ins, LCT request and transit time
• Meticulous to check on temperature settings
• To coordinate with Depot on container stocks
• To monitor and respond promptly to issues that will encounter during vessel operations, weekends and holidays
• To oversee invoice/ billing discrepancy on freight and DND
• Comply with reports/ reporting within agreed lead-time
• To handle tasks that is a requirement of customers and internal leads
  
  

Principal Accountabilities

• Customer channel management
• Case Management
• Calls handling in mobile and hotline
• Customer onboarding and relationship management
• Contract and dispute management
• Manage day-to-day import & export shipment operations overseeing awarded contracts to PH
• Resolve issues that may arise during the execution.
• Meet KPIs to avoid or mitigate cost for incidentals
• Comply with Customer aligned system and reports within agreed submission and sending lead-times.
• Attend to Customer operational concerns; weekly, bi-weekly meetings and Team huddles.
  
  

Secondary Accountabilities

• Perform other accounts support as assigned by Customer Experience Team Leader.
  
  

Who We Are Looking For

• Import or Export Experience and/or handling reefer shipments & logistic background
• Experienced individual contributors with robust technical or practical knowledge in customer service or logistics
• Individuals work independently and apply standards yet can also make departures from established processes to resolve problems.
• To have internal/external & customer-oriented skills. People oriented individual.
• Knowledge in Excel and other MS Tools.
• Advance English skills
• Individuals who follow company core values and conscious to business hour.
• Can initiate ideas at work under pressure
  
  

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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