Customer Experience Agent

Responsible for owning/managing the end-to-end customer experience of
customers This person is responsible for identifying issues proactively, build
strong relationship with customers and identify solutions which benefits both
Maersk and the customers. Builds strong relationships with customers to gain
an understanding of their business, deliver excellent customer service and
maximize sales opportunities. Typically handles a large number of customers or
larger, more complex customers. Manages accounts with large business Impact:
The level of impact is defined by volume and/or revenue contribution to the
cluster scorecard. The customer often has a certain complexity
Job Description
* Delivers a positive customer experience for all customers and ensures a
smooth execution of the end to end shipment lifecycle by working closely
with the customer and internal teams.
* Hunts leads and follows up on opportunities for new customers, lost or
inactive accounts as well as regular accounts. This includes conducting
campaigns and sales promotions across customer opportunities.
* Ensures all products and services are sold to the customer to maximize
profitability.
* Builds strong relationships with all stakeholders including offshore GSC
teams.
* Is fully responsible for customer satisfaction and has experience with
customer interaction.
* Has a full understanding of customers' business drivers, needs and
requirements.
* Manages the sales pipeline, segmentation and accurate forecasting.
Handles incoming customer services queries, issues and exception
management.
Key roles and responsibilities
* Customer's business Acumen and ability to know what factors drives the decision making.
* Understanding of external factors impacting Customer's supply Chain & understand their sense of urgency, service needs, drivers and desires.
* Ability to align with customer expectations upfront & to be able to respond with suggested solutions
* Be the primary point of contact for own customers and ensure smooth execution of the end-to-end shipment lifecycle, including the inland delivery, by working closely with the customer as well as internal stakeholders.
* Execute cost saving plans in line with procurement logic to deliver a consistently deflationary cost profile while maintaining excellent standards of safety and reliability, including efficient planning and triangulation
* Proactively track shipments and notify customers of relevant deviations from the transport plan (ocean and inland), including potential solutions or alternatives.
* Improve the asset utilization of key transport modes including contracted rail and truck networks
* Build strong and collaborative relationship with both established and new vendors
* Liaising and preparing transport plan with suppliers and using triangulation to optimize planning
* Be fully responsible for customer satisfaction across Maersk product offering (own customers).
* Willingness to go the extra mile towards the customers & with focus on providing solutions.
* In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders
* Support our business success through deep understanding of our customers' needs and implementation of customer solutions against their bundled offering.
* Proactively monitor the performance of the solution utilizing metrics and other Key Performance Indicators