Customer Experience SME - Ocean (KC Retail)

Maersk - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Support Activities for Transportation

About the position

We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy. We're proud of our people who define our company's industry leadership, global team culture, and customer-centric focus every day. When you join our team, you join a truly diverse, global organization in a fast-moving, values-based work environment where you can grow on the job, create and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues, and broaden your world view through our international job postings. We offer competitive compensation and benefits for full-time employees including health, dental, and vision insurance, and paid time-off - and our parental leave policy is recognized worldwide as one of the best in the industry. The Sr. CX Partner will be responsible for providing proactive feedback and recommendations on handling, control, and communication for all aspects related to a specific customer's Program. Responsible for building strong Customer relationships to gain a deep understanding of their business, deliver an excellent Customer Experience, and drive operational performance in collaboration with the Delivery Organization to catalyze Account growth opportunities. The Sr. CX Partner delivers a positive customer experience for all customers and ensures a smooth execution of the end-to-end shipment lifecycle by working closely with the customer and internal teams. Ensures all products and services are sold to the customer to maximize profitability. Builds strong relationships with all stakeholders including offshore GSC teams. Is fully responsible for customer satisfaction and has experience with customer interaction. Has a full understanding of customers' business drivers, needs, and requirements. Manages the sales pipeline, segmentation, and accurate forecasting. Handles incoming customer services queries, issues, and exception management.

Responsibilities

• Support the Retail Key Client vertical as a Super User for Ocean SAP reporting.
• Responsible to align, standardize, continuously improve the customer SOP (Standard operating procedures) for ocean; able to bring up best practices across the vertical.
• Design/Maintain Internal SOP's to promote standardized and effective ways of working, in-line with Customer KPI's.
• Engage with other parties e.g. SME, CI team to drive improvements in the ocean process.
• Provide training to new joined colleagues; or support colleagues to learn new implemented systems.
• Coverage during holidays is expected.
• Communicate to the customer where required as a single point of contact in support to the Operations, IT, and Program Manager.
• Receive and compile daily report for specific customers.
• Setup and Monitor Weekly Reports to drive operational performance and identify areas for opportunity.
• Prepare weekly update for Customers to send to management regarding the week activity.
• Investigating EDI/IT failures, root cause analysis, and drive resolution with IT and supporting functions to improve the Customer Experience.
• Collaborate and communicate with facilities to drive operational performance.
• Identify operational issues raised by Customers, update operations OIL List and work with facility to do process observation and find the root cause of the problem.
• Provide recommendations of changes needed and raise to management for necessary action.
• Point of Contact for Customer to address and resolve problems when needed.
• Assist customer to handle exceptions and track and trace for all shipments.
• Participate in regular business review meetings when available for the accounts that the floater covers in the vertical.
• Other duties as assigned.

Requirements

• 3+ years relevant experience with a proven track record in operational management within Maersk.
• Experience of working with a wide variety of complex operational and commercial challenges.
• Strong knowledge in the US import process and domestic landscape.
• Excellent communication and influence skills.
• Ability to work in a matrix organization and influence decision makers.
• Understanding and passion for driving Operational Excellence in the business.
• Proven and sustained track record of delivery, with focus on driving results through others.
• Exposure and understanding of Business Improvement / Lean tools.
• Ability to interface with local and regional management teams.
• Being a team member supporting the global/regional/country teams proactively.
• Ability to build strong effective networks.
• Knowledge of risk management with the ability to identify activities.
• Bachelor Science degree preferably in Business/Logistics/Engineering.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time-off
• Parental leave policy recognized as one of the best in the industry