Customer Experience Partner- Ocean

Customer Experience Partner- Ocean

Charlotte, NC

We Offer:

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:

Join our dynamic team as a Customer Experience Partner, specializing in Ocean. As a key player in our organization, you will serve as the primary point of contact for a portfolio of ocean accounts, ensuring exceptional customer service and fostering strong, collaborative relationships.

Key Responsibilities:

• Understand the supply chain account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs

• Builds and maintains long term relationship with customer, and internal operational and customer experience network.

• Proactively identify product exceptions, then troubleshoot and solve according to broad guidelines provided by the Account Manager, KCM or Customer Experience Manager where applicable.

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

• Maintain IOPs, SOPs and KPIs in accordance with business changes

• Analyse gaps between operational service levels and data output and make recommendations to address identified gaps.

• Prepare KPIs and other product initiatives to internal Maersk stakeholders and work in conjunction with Account Manager in presenting to the customer.

• Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk

• Act as a bridge between Maersk team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand Maersk operations and vice versa to understand client’s requirement, expectation and business model

• Investigate EDI failure and analyse inputs to determine where/why error occurred. Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance

• Ensure compliance with applicable federal, state and local laws and regulations; adherence to company procedures and policies.

• Performs other position related duties as specified by management.

We are looking for:

• Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in Ocean, transportation or logistics preferred.

• 2-3 years of transportation or similar industry experience

• Client or Program Management experience preferred.

• Excellent written and verbal communication skills

• Customer and people-oriented

• MS Office tools, data analytics and reporting

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

• Visible driving force of Maersk Values and winning behaviours

• A strong execution minded individual with analytical ability, good judgment and strong operational focus including analytical and troubleshooting skills

• Knowledge of logistics market

• Focus on delivering high quality work

• Excellent conflict resolution and problem-solving skills

Company Benefits:

• Medical

• Dental

• Vision

• 401k + Company Match

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

And more!

Pay Range: $54,000-$60,000*

*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.

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