Customer Experience Associate

Role : Customer Experience Associate

Business Unit: Division or Section:

Gateway Terminals India Pvt Ltd Commercial / APM Terminals Mumbai

JG: Reports to:

JL02 Customer Engagement Manager

PURPOSE

This key position will act as the primary liaison between the terminal operations and its diverse customer base (shipping lines freight forwarders truckers). The position shall ensure seamless coordination and communication between terminal operations and customers by managing calls & email communication resolving queries and delivering timely updates to facilitate matters related to shipments service delivery claims and/or disputes and thereby ensuring customer satisfaction. This position is also responsible for maintaining day to day engagement with all customers including internal customers at the Terminal to get resolution to customer queries.

PRINCIPAL ACCOUNTABILITIES

This position acts as a first focal point of contact and interface between Commercial Operations Finance and Claims and Shipping Lines and BCOs (including their nominated agencies)

• Catering to customer emails and calls through Salesforce
• Handling customer concerns and complaints in a timely manner
• Dealing with customer issues and churning out an easy-to-follow solutions
• Diverting issues to relevant department for a more advanced form of query resolution
• Coordinate and communicate with internal and external customers as needed.
• Escalating serious/repetitive issues to appropriate authority
• Using Lean tools to identify opportunities for process improvements
• Assisting Communications team
• Preparing MIS reports related to customer issues and resolution
• Overseeing payment and delivery of customer orders
• Informing customers of existing/new products and services
• Establishing a positive rapport with all clients and customers in person or via phone
• Assisting with conducting customer satisfaction surveys to understand what areas of the companys services need improvements
• Interacting with customers to ensure they have a desirable and shareable experience
• Assisting Commercial function as required
• Deploy measure and display key performance indicators as identified by senior management on a regular basis including Customer Satisfaction Survey Net Promoter Score Customer Effort Score etc.

REPORTING AND SCOPE

• The position reports to the Customer Engagement Manager and the scope of the position is primarily domestic.
• The applicant should have strong foundational understanding of customer service and key aspects of query resolution
• The applicant should have high empathy towards pain of customer and drive to help resolve issues.
• This role requires technical knowledge of Terminal Operating System (TOS) Salesforce (shall be an added advantage) customer satisfaction surveys (NPS CES) and soft skills to ensure smooth communication at all levels
• This role requires significant stakeholder management skills.

WORK/BUSINESS CONTACTS AND AUTHORITY

• Internal:

• Functional Departments at the Terminal including Operations Finance IT Marketing & Sales.

• External:

• Shipping Lines and their agents
• Importers / Exporters and their agents
• Container Freight Stations (CFS)
• Transportation Companies
• Logistics Providers
• Clearing Agents
• Trade Bodies and semi-governmental entities
• Port Customers
• Customs and other regulatory bodies

The contact here will act as a front-line focal point for any queries complaints or concerns raised to GTI through Email or Phone as a communication mode and hence firsthand resolution or acknowledgment to be provided by the said position

CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE

• Previous experience in Ocean Shipping / Project Logistics / Container Terminals / Ports / Warehousing /

3rd Party Logistics / Freight Forwarding domains.

• Requires at least three to five years in a customer facing role.
• Strong verbal and written communication skills.
• Ability to handle customer queries complaints and service requests with professionalism
• Efficient in coordinating with internal departments (operations yard planning) to resolve customer issues.
• Ability to manage multiple customer accounts and tasks simultaneously.
• Fluent in English and Hindi/Marathi
• Intermediate level proficiency with MS Word PowerPoint and Excel
• Familiarity with CRM systems Terminal Operating Systems (TOS) like Navis SPARCS or similar
• Experience in Salesforce & Power BI will be an added advantage
• Preferably a bachelors degree in Logistics Supply Chain Management Business Administration or a related field

LEARNING & CAREER OPPORTUNITIES

In this position the incumbent will have an opportunity to acquire skills and knowledge in the following areas.

• Operational management experience in a container terminal.
• Cross-functional exposure to various aspects of container business
• Exceling in the CRM tools such as Salesforce and Terminal Operating Systems (TOS)

Relevant next career steps might be:

Customer Experience Lead Sales Planning Associate Landside Operations Associate

At GTI or other APM Terminals companies

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.

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