4PL Customer Experience Manager

Maersk is a global leader in integrated logistics and has been an industry pioneer 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 organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

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.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more.

Key Responsibilities: 

Leading and managing the CX teams 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 CS teams adhere to service standards for: 

• Coordinating relevant stakeholders to perform LnS 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 into the CX and COE; 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 Product/Commercial/Delivery team to establish and strengthen customer relationships. 

We Are Looking For

• Talent with a few years of experience in leadership role. 

• Have substantial years of operational knowledge and customer service in Logistics and Supply Chain, preferably 2PL/3PL management or 4PL product position. 

• Good knowledge of and experience with 2PL/3PL or CHB and Delivery operations, from both origin and destination. 

• 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.
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• 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. 

• Good English fluency 

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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