Customer Experience Partner - Integrated CX

High-Level Position Purpose

The role of the Customer Experience Partner is to ensure a seamless customer experience ensuring to manage end to end visibility for the and customer through our systems and by collaborating with internal and external stakeholders.

Key Responsibilities

• Manage our customers including communication operations documentation customer experience shipment tracking exception management and coordination between various teams across the globe.

• Understand the business requirements and the end-to-end products which Maersk has committed then execute according to defined IOPs SOPs and KPIs. Maintain IOPs SOPs and KPIs in accordance with business changes.

• Proactively identify program exceptions then troubleshoot and solve according to broad guidelines provided by the Program Manager and or KAM where applicable.

• Provide timely reports and data to the customer to reflect the status of their shipments and supply chain. Provide adhoc reports to support better decision making.

• Communicate professionally with our account teams internally with the customer and their assigned partners.

• Communicate professionally with our customers their assigned partners and vendors.

• Maintain IOPs SOPs and KPIs in accordance with business changes and ensure adherence to them by all parties.

• Build long term relationships with our accounts operational teams. Support the commercial team and program managers by providing ideas for process improvements product offerings and help improve the customer experience.

• Prepare and present KPIs and other program initiatives to internal and external stakeholders ensuring we continue to drive performance upwards and continuously improve.

• Provide program guidance training and coaching to Maersk colleagues including the GSC teams and our origin offices.

• Obtain system expert or super user knowledge in one or more of the key systems used in to support the scope of work for the customer and the 4PL team through the Super User system.

• Ensuring the payments finances of the customers are in order and outstanding is settled with the help of the commercial and the finance teams. Ensuring Invoicing timeliness RICC and Finance KPIs are met. Approving ICB invoices. Processing and submitting 4PL invoices to the client (printing invoices and approved backups).

• Ensure our vendors related to the shipments are paid for the services and we are charged appropriately and as per the contract. Including Intercompany billings are settled within time

Other Requirements:

• Comply with all applicable Federal State and Local safety and transportation laws and regulations.

• Stay agile and open to changes and challenges as we transition as an organization and a team.

• Perform other job-related duties as required.

Achieve and perform against measurable goals and objectives defined by management

Required experience & skills

• Change Agility and resilience to operate in an ever-changing environment

• Keen to learn and grow to constantly evolve and be open to new challenges while working independently.

• Ability to simplify and solve complex problems and willing to analyze innovate and find new solutions.

• Excellent interpersonal communications and collaboration skills ability to articulate and present to various stakeholders.

• Ability to work under ambiguity and pressure as we constantly evolve to embrace new way of working.

• Customer-centric and result-oriented proactiveness sense of urgency having empathy for the customer and the team.

• Organizational and time management skills: multi-tasking and prioritizing planning work activities efficiently to meet deadlines and high-level goals

• Proficient MS Office especially Microsoft Excel skills and Word.

Education and Experience

• College degree or equivalent is required

• Working experience of at least 1-3 years

• Supply chain management Ocean carrier and/or logistics experience is a must.

Parameters for Success (key measures)

• Maersk Values and Behaviours

• Resilience to perform consistently during a transformation

• Change Agility

• Company Product Process and Systems Knowledge

• Ability to find innovate and eagerness to learn

• Customer Centricity and Proactive Mindset

• Communication and Collaboration

• Adaptability and Empathy

• Result oriented and willingness to find a solution

Maersk Values and Behaviors:

Candidates are expected to embody Maersks core values and behaviors demonstrating integrity constant care humbleness and our winning spirit in their daily work and interactions.

Job Type:

Full Time

Company Benefits:

• Medical

• Dental

• Vision

• Employee Assistance Program

• Paid Time Off

• Flexible Work Schedules (when possible)

• And more!

Pay Range: $60000-$65000 CAD

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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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