Sr. Customer Experience Partner - 4PL

Sr. Customer Experience Partner - 4PL

Position open to U.S. candidates only

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.

What we offer:

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

The opportunity

Reporting to the Manager of 4PL Customer Experience Control Tower, you will assist a team of customer facing logistics specialist and support processes in conjunction with colleagues in GSC (Global Service Centers), Product and Sales teams. You will help manage capacity and act as first level of escalation for team or customer related matters.You will assist in training and shaping the knowledge and performance of the team. As a Senior Customer Experience Partner, you will furthermore help drive a continuous improvement mindset to enhance the Customer Experience and Productivity of the team.

Responsibilities

 Understand the Logistics and Services 4PL accounts’ business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs

 Build and maintain long term relationship with customer, and internal operational and customer service network

 Act as Team Lead and escalation point for customer issues and questions

 Provide regular feedback on colleague performance in conjunction with the Manager for colleague and department development

 Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the 4PL Customer Experience Control Tower Manager, Product Manager, Program Manager and or KCM-Key Client Manager, where applicable

 Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account

 Ensure all IOPs (Internal Operational Procedure), SOPs (Standard Operational Procedure) and KPIs (Key Performance Index) are in accordance with business changes

 Monitor and deliver KPI performances to meet/exceed customers’ targets

 Execute resource planning in conjunction with the Manager to maximize efficiencies

 Perform day to day activities alongside front line colleagues to ensure high customer satisfaction and directly assist customers in key areas to improve service delivery

 Identify and implement sustainable solutions for possible service failures through root cause analysis

 Actively support implementation of local and global initiatives

 Develop the team’s competencies through challenging and stretching assignments

 Develop a professional and customer-focused Customer Experience team through role-modelling and best practice sharing

 Maintain work rosters and timesheets with a view to maximize capacity, manage peak demand, and minimize overtime

 Setup checking mechanism on key operations elements and monitor exceptions to reduce the chance of service issues

 Ensure compliance with applicable federal, state and local laws and regulations; adherence to company