Customer Experience Agent - Ocean

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning about the job.
We Offer
Maersk being the global leader in the industry, you'll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone's contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You'll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.
Key Responsibilities
Perform vessel reconciliation and manifest process for both import/export as per task demarcation effectively in compliance with all company's Standard Operational Process (SOP) and process SLA.
Be the primary point of contact for own customers and act as an advocate for the Customers, internally within Maersk.
Actively build relationships with customers and gain an understanding of their business, service needs, drivers, and desires
Ensure smooth execution of the end-to-end shipment lifecycle, by working closely with the customer as well as internal stakeholders.
Actively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives
Monitor the status of customer issues through regular review of Case Management and Cloud Telephony data and identify opportunities to improve customer experience.
Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
Manage / improve day-to-day process interaction with own customers by leveraging detailed customer knowledge.
Be fully responsible for customer satisfaction (own customers). Engage with customers regularly in service calls to identify improvement opportunities.
Commercial intelligence: Builds knowledge about the industries in which his/her customers operate. This includes carrying out the actions deriving from MLOS to obtain more cargo.
In general, actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.