Sr. Customer Experience Partner - 4PL

$60,000 - $70,000/Yr

Maersk - Florham Park, NJ

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