Sr. Customer Experience Partner, JCB- Pooler, GA (Onsite)

Sr. Customer Experience Partner, JCB- Pooler, GA
5 days onsite.

 

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. 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.

The Opportunity

The Senior Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution.

As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource and support our long-term vision of integrator.

As an external party in JCB, it’s expected that you also follow our customers value and policies. You always represent Maersk.

Key responsibilities

1. Understand the supply chain SCM account’s business requirements and the end-to-end program which

Maersk has committed, then execute according to defined IOPs, SOPs and KPIs

2. Builds and maintains long term relationship with customer, and internal operational and customer service

network.

3. Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines

provided by the Program Manager, KCM or Customer Experience Manager where applicable.

4. Collaborate and lead the Global Service Centre (GSC) staff assigned to the key account.

5. Maintain IOPs, SOPs and KPIs in accordance with business changes

6. Analyze gaps between operational service levels and data output and make recommendations to address

identified gaps.

7. Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction

with Program Manager who is responsible in presenting to the customer

8. Assist and coordinate new tactical and operational project initiated by the client and/or Maersk

9. Act as a bridge between origin team and the client to improve the understanding and facilitate the

communication, i.e. assist client to understand origin operations and vice versa assist origins to understand

client’s requirement, expectation and business model

10. Investigate EDI failure and analyses inputs to determine where/why error occurred. Coordinate with key

systems/origin personnel to drive change where needed and improve EDI performance

11. Ensure compliance with applicable federal, state and local laws and regulations, adherence to company

procedures and policies.

12. Engage in communication with logistics suppliers to provide proactive demurrage and detention handling

13. Performs other position related duties as specified by management. Can’t take task from customer without

Maersk review and approval. This to preserve good order.

What you bring

1. Excellent written and verbal communication skills.

2. Customer and people oriented.

3. MS Office tools, data analytics and reporting.

4. Team player with proven ability to work under pressure and independently with little supervision.

5. Visible driving force of Maersk Values and winning behaviours.

6. A strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills.

7. Knowledge of logistics market.

8. Focus on delivering high quality work.

9. Excellent conflict resolution and problem-solving skills.

10. Able to manage ambiguity an able to work in agile environment.

Qualifications

1. Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in transportation or international logistics, international business required.

2. 3-5 years of SCM or similar industry experience.

3. Solid SCM / Shipping operations background.

4. International Logistics experience preferred.

What we offer

This is an exciting career opportunity in an international, challengi