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    Senior Customer Experience Partner - Nashville, United States - Maersk Company Limited

    Maersk Company Limited
    Maersk Company Limited Nashville, United States

    3 weeks ago

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    Description


    The OpportunityThe Senior Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution.

    As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource and support our long-term vision of integrator.

    As an external party in customer location, its expected that you also follow our customers value and policies. You always represent Maersk.

    Responsibilities for the positionUnderstand the supply chain SCM accounts business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIsBuilds 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 changesAnalyze gaps between operational service levels and data output and make recommendations to address identified gaps.

    Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible in presenting to the customerAssist and coordinate new tactical and operational project initiated by the client and/or MaerskAct 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 clients requirement, expectation and business modelInvestigate EDI failure and analyses inputs to determine where/why error occurred.

    Coordinate with key systems/origin personnel to drive change where needed and improve EDI performanceEnsure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policiesEngage in communication with logistics suppliers to provide proactive demurrage and detention handlingPerforms other position related duties as specified by management.

    Cant take task from customer without Maersk review and approval. This to preserve good orderTechnical Skills & Key CompetenciesMaersk systemsExcellent written and verbal communication skills.
    Customer and people oriented.

    MS Office tools, data analytics and reportingTeam player with proven ability to work under pressure and independently with little supervision.

    Visible driving force of Maersk Values and winning behavioursA strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills.

    Knowledge of logistics marketFocus on delivering high quality work.
    Excellent conflict resolution and problem-solving skillsAble to manage ambiguity an able to work in agile environment.

    Education and Experience RequirementsBachelors Degree, Diploma or equivalent with 2 to 4 years of functional experience in international transportation or international logistics, international business required.3+ years experience of customer service in logistics , SCM/ LCL/ Ocean preferred.3-5 years of SCM or similar industry experienceSolid SCM / Shipping operations background*Onsite scheduleYour schedule needs to be aligned with the manager to ensure team coverage.

    Notice to applicants applying to positions in the United StatesYou must be authorized to work for any employer in the U.S.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, color, 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 to use our website, apply for a position, or to perform a job, please contact us by emailing .


    Pay Transparency Type:
    Full-timePay: From $62,000.00 per yearBenefits:401(k)

    Health insurancePaid time offParental leaveExperience level:3 yearsShift:Day shiftWeekly day range:Monday to FridayWork setting:In-personOfficeApplication Question(s):What is your yearly salary expectation?Do you have Hands-on experience in the International Logistics field?Ability to Commute:Nashville, TN Required)

    Ability to Relocate:
    Nashville, TN 37201: Relocate before starting work (Required)

    Work Location:
    In person#J-18808-Ljbffr
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