Maersk4 PL Experience Agent

The role of Customer Experience Agent 4PL is to take full responsibility for
customer experience by managing and monitoring the end-to-end shipment process
on behalf of customer supply chain operation department in compliance with all
company procedures and regulatory requirement. The first point of contact for
stakeholders for daily operations activities.
About the Role:
The role of Customer Experience Agent 4PL is to take full responsibility for
customer experience by managing and monitoring the end-to-end shipment process
on behalf of customer supply chain operation department in compliance with all
company procedures and regulatory requirement. The first point of contact for
stakeholders for daily operations activities.
Key Responsibilities
* Understand the Logistics and Services 4PL accounts' business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
* Build and maintain long term relationship with customer, and internal operational and customer service network
* Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the 4PL Customer Experience Manager
* Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
* Indirectly manage and lead the Global Service Centre (GSC) staff assigned to the key account
* Ensure all IOPs (Internal Operational Procedure), SOPs (Standard Operational Procedure) and KPIs (Key Performance Index) are in accordance with business changes
* Monitor and deliver KPI performances to meet/exceed customers' targets
* Perform day to day activities alongside colleagues to ensure high customer satisfaction and directly assist customers in key areas to improve service delivery
* Identify and implement sustainable solutions for possible service failures through root cause analysis
* Actively support implementation of local and global initiatives
* Develop a professional and customer-focused Customer Experience team through role-modelling and best practice sharing
* Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
* Performs other position related duties as specified by management
Who we are looking for
Behavioural:
* Ownership and accountability
* Strive towards excellence
* Stakeholder Management abilities
* KPI driven performance- Ability to deliver results
* High attention to details
* Process improvement mindset - Look out for gaps
* Ability to prioritize based on importance/ urgency
Skills:
* Bachelor's degree
* Demonstrated a deep understanding of and experience in the logistics industry
* ‎2-‎5 years of SCM/4PL or similar industry experience
* Strong written and verbal communication skills both in English and local language
* Must possess time management skills to manage high volume in a fast-paced environment
* Intermediate to advanced MS EXCEL skills
* Some SAP functional experience is preferred, not mandatory.
* Personality: Self-starter, problem solver, Can-do-attitude, solution oriented, outstanding at process optimization, Results driven, Detail oriented, Team player