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    Senior Customer Experience Partner - Charlotte, United States - Damco Spain SL

    Damco Spain SL
    Damco Spain SL Charlotte, United States

    4 weeks ago

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    Description
    The Opportunity


    The role of the Senior Customer Experience Partner is to take full responsibility for the customer experience by managing the end-to-end shipment cycle for customers with high volume or complexity in compliance with all company procedures and regulatory requirements.

    In this role, the candidate is to provide industry-leading customer care in order to increase customer satisfaction and continuously improve the customer experience.

    In addition, the Sr.

    Customer Experience Partner will support the Customer Service managers with projects and data analytics and will actively support the development of junior Care Business Partners to upscale the teams and ensure sustainability.

    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.

    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 issue resolution ownership.
    • Understand the supply chain SCM account's business requirements and the end-to-end program to which Maersk has committed, then execute according to defined IOPs, SOPs, and KPIs
    • Builds and maintains long-term relationships with customers and internal operational and customer service networks.
    • Manage accounts with high business impact in terms of volume and/or revenue and high complexity.
    • Proactively identify program exceptions, then troubleshoot and solve them according to broad guidelines provided by the Program Manager, KCM, or Customer Experience Manager where applicable.
    • Actively prevent service failures and collaborate with stakeholders to implement countermeasures when necessary.
    • Engage in communication with logistics suppliers to provide proactive demurrage and detention handling.
    • Identify the root cause when targets are not met and implement solutions by working closely with stakeholders.
    • Build rapport with and manage vendor performance related to customer's cargo to ensure timely cargo delivery.
    • Maintain IOPs, SOPs, and KPIs in accordance with business changes.
    • Support the Customer Service Manager with projects, data analytics, and other initiatives that positively impact the customer experience. Analyzing gaps between operational service levels and data output and making recommendations to address identified gaps.
    • Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with the Program Manager who is responsible for presenting to the customer.
    • Assist and coordinate new tactical and operational projects initiated by the client and/or Maersk.
    • Review rates, evaluate routings, and provide performance of service
    • Actively contribute to the development of junior Care Business Partners to upscale the team and ensure sustainability.
    • Always perform in a manner consistent with and loyal to the A.P. Moller–Maersk values
    Required qualifications, experience & skills

    Education and Experience:

    • College Degree
    • 3+ years of functional experience in the Transportation Industry
    • Customer Service experience preferred.
    • Visible driving force of Maersk Values and winning behaviors (essential)

    Technical Skills and Competencies:

    • Maersk systems
    • Customer and people-oriented
    • Excellent communication skills and interpersonal skills.
    • Ability to display a sense of urgency.
    • Able to build and maintain solid relationships (internal and external).
    • Excellent organization and problem-solving skills.
    • Conflict resolution and persuasion skills.
    • MS Office tools, data analytics, and reporting
    • Team player with proven ability to work under pressure and independently with little supervision
    • Able to manage ambiguity and able to work in an agile environment
    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 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 Notice:
    #LI-AA10
    #LI-Hybrid
    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 to use our website, apply for a position, or to perform a job, please contact us by emailing

    .

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