Manager, Customer Engagement
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
a consistently high quality experience for new and existing customers
in a small/medium size cluster.
The Manager Customer Experience is responsible for leading and managing a team that provides post-onboarding customer services in the APM Terminals environment. This includes managing all customer interactions ocean and landside across various channels offering operational support escalations and contract dispute management and engaging in strategic problem-solving to improve customer satisfaction (NPS scores) and retention.
This role also involves supervising employees both union and management and managing their lifecycle including recruitment training performance appraisal coaching and developing staff for future roles. The Manager of Customer Experience ensures smooth execution of business and operational strategies aligning with company goals and delivering high-quality service to customers
Key Responsibilities:
Manage all customer service channels (phone email chat etc.) ensuring efficient and consistent customer engagement.
Ensure a seamless customer experience by coordinating timely responsesto inquiries and escalations.
Monitor and analyze customer feedback and trends to improve servicedelivery
Provide operational support to ensure smooth day-to-day interactions and processes across all terminal functions when it comes to customer experience.
Lead process improvement initiatives to increase efficiency and streamline workflows.
Work closely with internal teams to resolve issues related to customer orders shipments and service performance.
Oversee customer contracts post-onboarding ensuring full support throughout the contract lifecycle
Resolve contract-related disputes efficiently ensuring fair outcomes for all parties.
Partner with legal and sales teams to ensure contract compliance and mitigate potential risks
Assist in developing policies procedures and business plans to enhance the customer experience function.
Contribute to long-term strategic planning by analyzing industry trends and business needs.
o Work collaboratively across departments to align operations with business
objectives
Requirements:
Advanced English level
10 - 5 Years of experience in the area
Multitasking
Schedule flexibility
Great communication skills
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 .
Required Experience:
Manager
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
For over 100 years, our customers have been changing and improving the world through trade. It has always been our passion and privilege to be their trusted, open and brave partner. Making trade more effective and our customers more successful.
