Owns and manages the customer experience of Essential Services
Customers. Has responsibility for the end to end
customer experience in compliance with all company procedures.
Typically handles a large number of customers or larger, more complex
customers. Manages accounts with large business Impact: The level of
impact is defined by volume and/or revenue contribution to the cluster
scorecard. The customer often has a certain complexity. Typically
involves customers with specific needs outside the normal such as legal
requirements, documentation requirements, customs restrictions or
filling requirements, lack of e-channel use, specific booking
requirements, and/or special cargo/dangerous cargo etc. The person
furthermore exerts a behaviour where he/she can work independently with
limited guidance and is capable of supervising others where relevant.
- Be the primary point of contact for assigned customers and act as an advocate for these customers, internally within Maersk.
- Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires (including onboarding of customers to the CARE program), amongst others through regular customer visits.
- Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders
- Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
- Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions in order to pacify the situation and avoid unnecessary cost.
- Manage / improve day to day process interaction with own customers by leveraging detailed customer knowledge, actively engaging with One Team CX counterparts where relevant.
- Be fully responsible for customer satisfaction of assigned customers.
- Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation,
- Understand per diem / demurrage implications for containers and its impact on company revenue.
- Commercial intelligence: engage customers in discussions about new business opportunities, business and support expectations and competitor/market intelligence. Feed relevant intelligence back to stakeholders in Sales and/or Trade and Marketing
- Remain current on changes in local & foreign rules, internal & external procedures, and product developments, build and maintain understanding of the cargo you are shipping and requirements that come with it and understanding of cross functional processes and how they link it to your role.
- In general, actively seek out and act on continuous improvement opportunities (automation) both in relation to customers and internal / external stakeholders.
- Managing the KPI’s.
- Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values
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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