Customer Experience Partner - French Speaker

Opportunity

At Maersk, we are pioneers in logistics. We are embarking on a bold new direction, expanding our capabilities to become a truly end-to-end logistics service provider that can deliver intelligent solutions for customers around the world. Innovation will play a huge part in getting us there. And by joining Maersk, we will empower you and your colleagues to find new ways to take the complexity out of logistics – and make it as simple and customer-friendly as possible.

We Offer

We offer you an exciting global career at the forefront of world trade. And thanks to our global scale, you will be well-positioned to explore opportunities at Maersk around the world. The many other highlights include the most modern talent development initiatives and competitive benefits. We are proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.  

We have an exciting opportunity as a Customer Experience Partner to take full responsibility for customers’ experience by managing and monitoring the end-to-end shipment process. The position is located in Valencia.

Key responsibilities

• Manage and monitor the end-to-end shipment process.
• Coordinate with various stakeholders in shipment process handling.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
• Query Resolution with shippers/Customers/Key Account Managers/other stakeholders, timely resolution, and response to customers.
• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Identify deviations in process as compared to IOPs and share the same proactively with the customer & reporting head.
• Respond to all enquiries in a timely and accurate manner & escalate difficulty as defined in SOPs / IOPs.
• Maintain effective and proactive communication – by regularly participating in conference calls with the clients to enable seamless process flow.
• Record and report the performance that help provide suitable recommendations on: Service delivery wins + Service failures.
• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned by Team Leader/Manager.

We are looking for

• 1-2 years of experience with logistics.
• Good knowledge of and experience with Logistics companies and Supply Chain Management operations, from both origin and destination.
• Excellent communication skills and the ability to communicate confidently for coordination with stakeholders.
• Stakeholder management skills and relationship building.
• Passion to drive closures & high-level customer service orientation – Customer Centricity.
• Result orientation.
• Well-organized when working under pressure.
• Team player – Works together with others in the business unit to achieve results, fosters teamwork.
• Good understanding of operational processes.
• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Positive and proactive attitude.
• Excellent command of both oral and written English and French.

Diversity, equity, and inclusion matter at Maersk 

At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job. We value diversity in all its forms, including – but not limited to – gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams. Our approach to driving diversity, equity and inclusion across our global organization is based on respect, fairness, and a commitment to tackle preconceptions and unconscious bias wherever we encounter them.