Job vacancy Customer Experience Agent

We are now looking for qualified candidate to fulfill the position below:

Appetizer

The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.

This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.

• The primary responsibility for driving consistent customer experience,
• Exceptional handling as Frontline Customer Service/Customer experience

Duties

• Key Responsibilities:
• Understand customer SOP/IOP and deliver as per customer expectation.
• Develop and maintain effective relationships with customers, key stakeholders.
• Vendors/shippers management
• Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.
• Identify and propose customer experience improvements and service deliverables.
• Be ownership to customer experience provision and continuous improvement or innovation.
• Work with Team, team Manager and Client Program Manager to establish and strengthen customer relationships.
• Monitor responsiveness on query resolution with Customers / shippers / Client Program Managers.
• Work with direct manager and peers to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
• Regularly meet / conference call with customers, shippers, and key stakeholders to review customer experience improvement.
• Support implementations of new clients or innovative programs when needed.
• Expectations from the Role -
• Build Strong Customer Relationships:
• Meet up with the Key Account Managers (KCM) / Commercial team members / program managers on a regular basis to review customer service for the list of SCM Customers on a Monthly basis.
• Set up a calling pattern with key customers & engage with them to build strong relationships.
• Provide regular updates to commercial team on cross-sell/ up-sell opportunities.
• Stakeholder Management:
• Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and overseas offices to deliver seamless customer experience.
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions.
• People Development:
• Regularly arrange Personal Development Plan talk with Customer Service team leader.
• Develops & maintains a customer service mindset in the team & join team for motivated to go the extra mile.
• Information Management:
• Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.
• Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval.
• Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
• Customer Master Data – in line with Maersk policy and procedure.
• Contract Register & Records - signed original contract copies and Master “Rate Card” file..
• Customer Authority Matrix and Escalation / Dispute Resolution process.
• SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions.
• Customer KPI reporting in accordance with contract requirements.
• Visual Management Board monitoring

Requirements

• Operational Efficiency & Customer Service Experience
• Bachelor’s degree level education in Business or other relevant discipline with at least 1 years’ work experience after graduation, in parallel with education or between degrees.
• Alignment with our values.
• Track record of success in a high paced environment.
• Ambition and drive to excel together with others.
• An international mind-set and inclusive behaviour.
• Ardent desire to pursue a long-term career in transport and logistics.
• International mobility and willingness to travel.
• An excellent command of spoken and written English.
• Relationship Management
• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good influencing skills
• Passion for Customer Service
• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities
• Core Competencies:
• People oriented that always take care about people who generate the result to company
• Process and result oriented mind-set
• Excellent communication skills with proactive mind-set
• Well collaboration with stakeholders
• Positive mind-set and friendly people
• Customer oriented