Customer Experience Partner - Charlotte, NC

Maersk
The Woodlands, USA
Customer Service
Last application date

Opportunity

We are looking for a Customer Experience Partner to join our Customer Service team. This position will be located in Charlotte, NC

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.
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.
Global scope
Every company, every country wants access to a competitive shipping, logistics and port system – and our people have created one company that offers one, easy-to-use solution to all their shipping needs.
Maersk is unique
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 help 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.
Join us and play an important role on our team lifting global trade every day!
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.

Key responsibilities

-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
-Builds and maintains long term relationship with customer, and internal operational and customer service network.
-Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager, KCM or Customer Experience Manager where applicable.
-Collaborate and lead the Global Service Centre (GSC) staff assigned to the key 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 program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible 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 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
-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 transportation or logistics required
-2-3 years of SCM or similar industry experience
-Solid SCM / Shipping operations background
-Client or Program Management experience preferred
-Maersk systems
-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 financial technical skills, 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
You must be authorized to work for any employer in the US. Local candidates only; no relocation assistance is provided.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
Pay Transparency Notice:
https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html

Additional info

Ref. MA-309732
For more information please contact:
arla ramos/arla.ramos@maersk.com
Logo
A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information: https://www.maersk.com All the way.