Sr. Customer Experience Partner - 4PL

$60,000 - $70,000/Yr

Maersk - Houston, TX

Full-time - Mid Level

Houston, TX

10,001+ employees

Support Activities for Transportation

About the position

The Senior Customer Experience Partner at Maersk plays a vital role in enhancing customer satisfaction and operational efficiency within the logistics sector. This position involves collaborating with various teams to manage customer accounts, provide training, and drive continuous improvement in service delivery. The role is pivotal in ensuring compliance with operational procedures and acting as a key escalation point for customer-related issues.

Responsibilities

• Understand and execute business requirements of Logistics and Services 4PL accounts according to defined IOPs, SOPs, and KPIs.
• Foster long-term relationships with customers and the internal operational and customer service network.
• Act as the team lead and escalation point for customer issues and questions.
• Provide regular feedback on colleague performance in conjunction with the Manager for colleague and department development.
• Proactively identify program exceptions and troubleshoot according to broad guidelines provided by management.
• Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account.
• Ensure compliance with all Internal Operational Procedures (IOPs) and Standard Operating Procedures (SOPs).

Requirements

• Bachelor's degree
• Supervisory experience preferred
• Minimum of 3 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