This role is accountable and responsible for the overall customer experience of the designated accounts within the Key Client, Enterprise and/or Strategic Customer programs, with a primary focus on Managed By Maersk (MBM) products and Transported By Maersk (TBM). This role is responsible for upholding operational excellence in delivering core tasks while maintaining close collaboration with the Global CX Consultant, the network of CX Consultants and Program Management Team to ensure a consistent and cohesive service delivery across all locations.
Responsibilities:
- Improve Customer Experience and Drive Operational Excellence
- Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership.
- Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and 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.
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.
Accountable for:
- Driving customer satisfaction and achieving customer-specific KPI and SLA pertinent to locally managed business.
- Delivering operational excellence to provide a seamless customer experience while maximizing individual productivity
- Supporting growth by tapping opportunities for additional revenue streams and following up on customer contract fulfilment
Key Competencies:
- Ownership
- Customer Orientation
- Continuous Improvement Mindset
- Product knowledge in SCM, Customs, 4PL, Ocean (Preferred)
- Effective Communication
- Data Savvy
- Problem Solving Skills
Company Benefits
- Medical
- Dental
- Vision
- RRSP+ Company Match
- Employee Assistance Program
- Paid Time Off
- Flexible Work Schedules (when possible)
- And more!
Pay Range: $72,000.00 - $78,000.00
*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Notice to applicants applying to positions in Canada
You must be authorized to work for any employer in Canada
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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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