Customer Experience Partner - Ocean

Maersk

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Spring, TX, USA

Full time

$21.63-26.44 (hourly)

Business Operations

Jul 26

Full Job Description

Owns and manages the customer experience of assigned CARE Premium

customers. May still look after some CARE Customers. Manages accounts

with less business Impact: The level of impact (small) is defined by

volume and/or revenue contribution to the cluster scorecard.

Builds strong and lasting relationships with customers and provides

second to none customer service. Has responsibility for the end to end

customer experience. Engages in constructive problem resolution and

provides solutions. Acts and communicates proactively to keep customers

informed of any issues or changes. Addresses root causes and seeks

continuous improvements; is constantly looking for ways to improve work

processes. Works independently and assists the team in realizing goals

and standards; shares knowledge and best practices.

We Offer

We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy. We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.

Maersk is uniquely positioned to play a significant role in global trade, creating opportunities that help countries, companies, and people succeed. Our vision is simple: Maersk is the global integrator of container logistics, connecting and simplifying our customers’ global supply chains. We do this through the global scale of Maersk, the world’s largest shipping line; our Logistics and Services expertise that helps customers manage their global supply chains; and through our port operator, APM Terminals, one of the largest container terminal operators in the world with the most strategic locations to serve global supply chains.

When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental and vision insurance, a 401k savings plan with an employer match and paid time-off – and our parental leave policy is recognized world-wide as one of the best in the industry.

Join us and play an important role on our team lifting global trade every day!

Key Responsibilities

Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through proactive and/or reactive resolution handling and Issue resolution ownership. Process improvement focus is essential…look for waste.
Utilize Customer Experience Partner relationships to encourage fast equipment turnaround and collection of applicable charges as required.
Understand and be familiar with KPIs and act in line with set targets. Drive continuous improvements opportunities and opportunities to lower costs
Monitor agreed service levels and identify the root cause when targets are not met, advise management of potential service failures and / or trends.
Always perform in a manner consistent with and loyal to the A.P. Moller – Maersk values.

We are looking for

High School Diploma or equivalent (College Degree preferred).
1-2 years of functional experience in the Transportation Industry is highly desirable but not required.
Customer Service experience and/or direct call handling experience.
Excellent communication skills and interpersonal skills.
Ability to multi-task and display sense of urgency.
Demonstrate relationship techniques.
Excellent organization and problem-solving skills.
Conflict resolution and negotiation skills.
Ability to be a team player.
Proficient in Microsoft Suite Applications.

Notice to applicants applying to positions in the United States

You must be authorized to work for any employer in the U.S.

Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the U.S. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.

If you are interested in applying for employment with Maersk in the U.S. and need special assistance or an accommodation to use our website or to apply for a position, or if you need a reasonable accommodation to perform a job, please contact the applicable Human Resources Department by emailing reasonableaccommodations @maersk.com. Determination on requests for reasonable accommodation are made on a case-by-case basis pursuant to an interactive dialogue between the applicant and the Company.

Pay Transparency Notice:

https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

Job Type: Full-time

Pay: $21.63 - $26.44 per hour

Benefits: