Senior Customer Experience Consultant (Based in Selangor, Malaysia)

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

We are looking for an experienced customer experience consultant to be based in our Tanjong Palapas, Malaysia office.

We Offer

An exciting career opportunity in an international, challenging business environment characterized by high pace and diversity with a focus on creating valuable relations with our customers.

A fun-filled and motivating workplace.

Career development program

A comprehensive learning and development plan in Customer Service including soft skills and communications skills

End-to-end knowledge of shipping / freight forwarding and cross-functional projects

Key Responsibilities :

1. Planning

Inbound Monitoring : Monitor inbound shipments reaching the TPP warehouse, check systems for alerts from origin, and verify carriers' systems for vessel arrivals and delays.

Cargo Readiness : Consolidate cargoes into a PO for customer approval, place bookings with carriers, and liaise with the warehouse to initiate physical cargo movement.

2. Customer Relationship Management

Onboarding and Relationship Building : Onboard customers and build strong, collaborative relationships with both established and new customers.

Primary Point of Contact : Be the primary contact for customers, ensuring smooth execution of the end-to-end shipment lifecycle by working closely with customers and internal stakeholders.

Customer Satisfaction : Be fully responsible for customer satisfaction across Maersk product offerings, including SCM performance and KCXI rating for responsible accounts.

3. Performance and Reporting

KPI and Performance Reviews : Conduct performance reviews with customers, lead monthly and quarterly business reviews, and ensure alignment with commercial plans.

Shipment Tracking and Reporting : Proactively track shipments, notify customers of deviations from the transport plan, and prepare timely and accurate reports (inventory, EDI, ASN).

4. Stakeholder and Vendor Management

Vendor Management : Manage vendors and plan shipment orders without physical cargo execution.

Internal Coordination : Lead coordination with SCM team and internal stakeholders to align on SOPs and IOPs, ensuring adherence to standard processes and monitoring KPIs.

Implementation and Execution : Own the implementation for accounts, ensuring strong delivery that meets all service and operations requirements.

5. Continuous Improvement and Commercial Intelligence

Process Improvements : Identify and implement process improvements to enhance supply chain efficiency, reduce costs, and improve service levels.

Commercial Intelligence : Maintain in-depth knowledge of the industries in which customers operate, understand external factors impacting customers' supply chains, and align customer expectations with suggested solutions.

Mentorship and Guidance : Provide mentorship and guidance to junior team members, actively seek out continuous improvement opportunities, and take on additional projects to support overall service level improvements.

We are looking for

Around 5 years of experience in the logistics and supply chain management industry, with a focus on customer experience (CX), operations, or related fields.

Proficient in Microsoft Excel and PowerPoint.

Excellent Stakeholder management, interpersonal, and communication-skills

Good Process understanding & digital proficiency

Ability to work under pressure keeping quality in focus

Strong execution mindset

Strong Cost conscious and optimization mindset

Agile and able to make independent decision upon delegation

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

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