Senior Customer Experience Partner

3 weeks ago

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

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, you 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 JCB, it’s expected that you also follow our customers' values 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 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. Day to day coordination of domestic shipments with all parties. Onboarding of truckers and vendors to operating platform – Transporeon. Procurement within Transporeon (new task versus original model). Review rates, evaluate routings and provide performance of service (new task versus original model). 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. Can’t take tasks from customer without Maersk review and approval to preserve good order. Notes on the Inhouse Role As an external party to the CUSTOMER, employees should follow Maersk and CUSTOMER policies. The Inhouse must follow these basic housekeeping rules: Shall not receive or review in person shipment delivery. Shall not enter production facility, to review any production failure or lack of inventory. * Not including visits to understand the operational flow. Shall not go to the port, terminal, rail, etc to review any problem with the cargo. For any business travel, this must be requested to Manager for approval. This is an onsite role, from Monday-Friday 8-5pm. You are expected to be available from time to time to follow up pending topics or urgent deliveries happening after office hours or weekends. You will be provided with a desk setup and laptop to do your job, and a company phone to be used for business. Will periodically be asked to come to Maersk office in Charlotte for training or company events. 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 behaviours. 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 Maersk & JCB have agreed to onsite support. Your schedule needs to be aligned with manager to ensure team coverage. Customer facilities hours of operations are as follows: M- Th 7-4/ 8-5. Fridays 7-12 or 8/1. Although Fridays are short days onsite, you are expected to complete your shift at home. Dress Code in Alignment with JCB Dress Policy Monday - Thursday: Black, navy blue or charcoal grey professional dress pants or skirts. Jeans, leggings and jeggings are not permitted. Black, white, grey, dress shirts – button downs or blouses. Black or Grey Sweaters – Should not bear a logo or design. Black, Brown or Tan professional dress shoes are required. Athletic shoes, flip flops, knee high boots and casual footwear are not permitted. If your shoe has a thick rubber sole, similar to a tennis shoe, it is not in compliance with the dress code. Business Casual Fridays: Black, white, grey Polo’s – Should not bear a logo or design. Black, white, grey Fleece/Outerwear – Should not bear a logo or design. Jeans or Khakis – Must be free from rips or tears. Professional footwear – Tennis shoes are not permitted. In the event JC notifies us that you didn’t comply with the dress code, you will receive a warning, if this behavior is repeated, it will be a written warning going into your company records. 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 accommodationrequests@maersk.com. #J-18808-Ljbffr

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