Customer Experience Partner

Job Description

The Container Sales Customer Experience team manages the outfleet of old and total loss containers, selling them globally in over 70 countries. Responsibilities include handling after-sales activities, ensuring compliance with regulations, managing financial transactions, and addressing customer queries. The role requires seamless communication and coordination with stakeholders, training new joiners, driving process improvements and participating in business reviews. Strong analytical skills for handling large datasets and continuous self-development, especially in learning new technologies like Microsoft tools, are essential for success.

Key Responsibilities:

Customer Focus and Stakeholder Management

- Provide exceptional customer service and support to stakeholders.
- Handle customer inquiries and resolve issues in a timely manner.
- Ensure that process SOP remain updated and consult with the compliance team to adjust them to improve the process.
- Identify and propose customer experience improvements and service deliverables.
- Own the customer experience provision and continually improve its delivery.
- Develop and maintain effective relationships with customers, key stakeholders.
- Proactively assist with customer's implementations.
- Conference call with the key customer / sale team members / customers to review performance/ KPI as monthly basis.
- Communicate effectively with stakeholders from various countries.

Data Driven:

- Analyse customer data to identify trends and insights.
- Work with large data sets to perform detailed analysis and generate actionable insights.
- Prepare and present MBR and WBR reports to leadership team and key stakeholders.
- Maintain accurate records of customer interactions and transactions.
- Be well-versed with basic Microsoft tools (Excel, Word, PowerPoint, Outlook).
- Good to have qualities of working with Microsoft tools such as Power BI, Power Automate, and SharePoint. Utilize SQL for data extraction, analysis and reporting.

Teamwork:

- Engage and collaborate with team members to achieve common goals.
- Drive best practice sharing within the team and cross team.
- Participate in team engagement

Other Responsibilities:

- Manage after sales container processes to ensure timely delivery.
- Coordinate with depos and Terminals.
- Follow-up and resolve any issues related to delays.
- Ensure compliance with international container Selling regulations and documentation.
- Utilize SAP for financial transactions and reporting.

We are looking for :

- Proven experience in customer service or a related field.
- Excellent communication and interpersonal skills.
- Experience in preparing and delivering presentations.
- Flexible to work in afternoon or night shifts.
- With experience in managing a team would be an advantage
- Strong problem-solving skills and attention to detail.
- Ability to work effectively in a team environment.
- Can work collaboratively and engage with a range of internal and external stakeholders from diverse backgrounds
- Possess a customer centric and continuous improvement mindset
- Good to have background in SQL and data analytics.

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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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