Customer Experience Consultant
Damco Spain SL, Wind Lake, WI, United States
The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes, addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices.
Key Responsibilities
Improve Customer Experience and Drive Operational Excellence
Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership
Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.
Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.
Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience.
Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.
Qualifications
Strong problem‑solving skills
Strong preference for candidates with experience in Logistics/Ocean transport.
Proficiency in both written and verbal communication in English and Norwegian is required.
Motivated, persistent and enthusiastic person with a can‑do attitude and a passion for solving complex issues.
Customer first mindset: ability to form relationships, understand customer requirements and turn these into solutions.
Stakeholder management: ability to manage both internal and external stakeholders, persuade, handle complaints and defuse conflicts early, and influence without authority.
We Offer
Be part of the world’s largest container shipping company.
Exposure to multinational environment/culture.
Room for growth and development.
Enhancing personal skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.
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.
Please note that for this position we offer fixed term contract for 12 months.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation, please contact us by emailing accommodationrequests@maersk.com.
#J-18808-Ljbffr
Key Responsibilities
Improve Customer Experience and Drive Operational Excellence
Onboard new customer on standard processes and digital platform, establishing strong foundation for long term partnership
Align and coordinate with multiple external and internal stakeholders on customer specific requirements with IOP and SOP as outputs.
Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.
Serve as the primary point of contact for assigned customers, handling daily communication and providing timely, accurate information.
Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience.
Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network.
Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
Reinforce contract fulfillment through regular customer check-ins and collaborating with Sales/Product to improve contract fulfillment ratio.
Qualifications
Strong problem‑solving skills
Strong preference for candidates with experience in Logistics/Ocean transport.
Proficiency in both written and verbal communication in English and Norwegian is required.
Motivated, persistent and enthusiastic person with a can‑do attitude and a passion for solving complex issues.
Customer first mindset: ability to form relationships, understand customer requirements and turn these into solutions.
Stakeholder management: ability to manage both internal and external stakeholders, persuade, handle complaints and defuse conflicts early, and influence without authority.
We Offer
Be part of the world’s largest container shipping company.
Exposure to multinational environment/culture.
Room for growth and development.
Enhancing personal skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.
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.
Please note that for this position we offer fixed term contract for 12 months.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation, please contact us by emailing accommodationrequests@maersk.com.
#J-18808-Ljbffr