Maersk - Florham Park, NJ

posted about 1 month ago

Full-time - Mid Level
Florham Park, NJ
10,001+ employees
Support Activities for Transportation

About the position

The Senior Customer Experience Partner at Maersk plays a crucial role in managing customer relationships and supporting logistics operations within the 4PL framework. This position focuses on enhancing customer satisfaction through effective communication, problem-solving, and continuous improvement initiatives. The role involves collaboration with various teams to ensure operational excellence and adherence to defined procedures and performance metrics.

Responsibilities

  • Understand the Logistics and Services 4PL accounts' business requirements and execute according to defined IOPs, SOPs, and KPIs.
  • Build and maintain long-term relationships with customers and internal operational networks.
  • Act as Team Lead and escalation point for customer issues and questions.
  • Provide regular feedback on colleague performance for development purposes.
  • Proactively identify program exceptions and troubleshoot according to guidelines.
  • Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
  • Ensure compliance with IOPs, SOPs, and KPIs in accordance with business changes.
  • Monitor and deliver KPI performances to meet/exceed customer targets.
  • Execute resource planning to maximize efficiencies.
  • Perform day-to-day activities alongside front-line colleagues to ensure high customer satisfaction.
  • Identify and implement sustainable solutions for service failures through root cause analysis.
  • Support implementation of local and global initiatives.
  • Develop the team's competencies through challenging assignments.
  • Maintain work rosters and timesheets to manage capacity and minimize overtime.
  • Setup checking mechanisms on key operations elements to monitor exceptions.
  • Ensure compliance with applicable laws and company policies.

Requirements

  • Bachelor's degree
  • Supervisory experience preferred
  • 3-5 years of SCM/4PL or similar industry experience
  • Solid SCM/4PL/Shipping operations background
  • Client Management experience preferred

Benefits

  • Health Insurance
  • Paid Time Off
  • 401k Match
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