Senior Process Expert - Customer Experience & Shipment Management

Senior Process Expert

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.
At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.
With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics. 
Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk

Purpose of the Role:

In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

You'll be responsible for:

• Owning customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions

• Working with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer

• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen

• Delivering proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives

• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.

• Acting as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers

• Using your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

Required Skills & Competencies:

• Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/month with emails from owned/area customers/accounts.

• A strong customer service background, with proven success in a similar role

• Passion for customer satisfaction and service excellence.

• Shipping experience is essential

• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus

• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems

• Motivated by achieving results, and accustomed to high performance KPIs

• Strong commercial awareness and good sense of communication

• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.

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  accommodationrequests@maersk.com. 

Experience Level

Senior Level