Senior Customer Experience Partner

Role Overview

• 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.
• Builds and maintains long term relationship with customer, and internal operational and customer service network.
• 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 project 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.
• Performs other position related duties as specified by management.

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
• 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 able to work in agile environment.

Benefits

• Health Insurance
• Paid Time Off
• 401k Match