Customer Experience Consultant ( ICX)
Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.
At Maersk, we believe in the power of diversity and collaboration for continued success. We are committed to support the UAE Emiratization program and the UAE Government’s 2030 vision.
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
Accountable for:
•Individual customer experience
•End to end shipment order journey.
•Representing Maersk in front of the customers
Key interdependencies:Internal stakeholders
•CX Managers/team leaders
•Colleagues across globe
•Area Product, Area Sales, Area Finance, GSCs, LOC
External stakeholders
•Customers
•External suppliers (port, hauler, customs)
•Third Party Agents
•Local suppliers for inland products
Critical competencies:
•Excellent Stakeholder management-, interpersonal-, and communication-skills
•Energetic, Well-organized, and Self-Initiated
•Analytical and problem-solving skills
•Good Process understanding & digital proficiency
•Ability to work under pressure keeping quality in focus
•Strong execution mindset
•Strong Cost conscious and optimization mindset
Note : UAE Passport & Family Book is mandatory
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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
