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Senior Customer Experience Partner- Onsite

2 months ago

Nashville, United States A.P. Moller - Maersk Full time

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen. This position requires a five-day office presence each week in Nashville, TN. Applicants based in Nashville or Charlotte who are open to relocation are welcome to apply. The Opportunity The 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, it’s expected that you also follow our customers value and policies. You always represent Maersk. Responsibilities For The Position 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. Build and maintain long term relationships with customers and internal operational and customer service networks. 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. Analyze 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 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 understanding and facilitate communication. Investigate EDI failure and analyze inputs to determine where/why errors 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. Engage in communication with logistics suppliers to provide proactive demurrage and detention handling. Perform other position related duties as specified by management. Technical Skills & Key Competencies 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 behaviors. 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. Able to manage ambiguity and work in an agile environment. Education And Experience Requirements Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in transportation or international logistics, international business required. 3-5 years of SCM or similar industry experience. Solid SCM / Shipping operations background. International logistics experience preferred. Onsite schedule Your schedule needs to be aligned with manager to ensure team coverage. 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 accommodationrequests@maersk.com. #J-18808-Ljbffr