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Senior Customer Experience Partner

Maersk
Charlotte, NC
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

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.
• Manage accounts with high business impact in terms of volume and/or revenue and high complexity.
• Utilize trends to monitor agreed service levels, such as contracted transit milestones and/or transit times.
• Actively prevent service failures and collaborate with stakeholders to implement countermeasures when necessary.
• Provide customized data solutions to maintain customers’ cargo performance scorecards.
• 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 customers cargo to ensure timely cargo delivery.
• Understand and be familiar with KPIs and act in line with set targets.
• Drive continuous improvements to remove waste and lower costs for both internal and external stakeholders.
• Support the Customer Service Manager with projects, data analytics and other initiatives that positively impacts the customer experience.
• 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.

Job requirements:
• College Degree
• Over 4 years of functional experience in the Transportation Industry
• Customer Service experience preferred.
• Strong Customer Attentiveness.
• Excellent communication skills and interpersonal skills.
• Ability to multi-task and display sense of urgency.
• Able to build and maintain solid relationships (internal and external).
• Excellent organization and problem-solving skills.
• Conflict resolution and persuasion skills.
• Ability to be a team player (essential).
• Proficient in Microsoft Suite Applications.

Company Description
Our focus on our people is what sets us apart and keeps our customers coming back to work with us!

If you are seeking to be a part of a family, this is the place for you!
Performance Team, now part of the Maersk global organization under a combined Warehousing & Distribution division, offers third party logistics services to over 500 customers. Encompassing almost 15 million square feet of warehousing capacity throughout the country and a large transportation segment capturing a variety of services, PT has key supply chain hubs in the Los Angeles and New Jersey/New York areas, and other facilities along the Western & Eastern coasts along with multiple locations in the Midwest. Performance Team has delivered significant sales and profitability growth over the last 8 years and will drive the Inland Logistics and Services business for the combined US business units for Maersk.

We are proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Maersk

Address

Charlotte, NC
USA

Industry

Business

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