The Maersk Group
Location
Tennessee | United States
Job description
The Senior Customer Experience Partner is responsible for delivering industry leading customer experience, assisting the setup of operations structure, and monitoring the day-to-day operations of the SCM customer experience and execution.
As a Maersk employee, should live our values and follow company cultural behaviors to be seen as a value adding resource and support our long-term vision of integrator. As an external party in customer location, it’s expected that you also follow our customers value and policies. You always represent Maersk.We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen.
Responsibilities for the positionUnderstand the supply chain SCM account’s business requirements and the end-to-end program which Maersk has committed, then execute according to defined IOPs, SOPs and KPIs
Builds and maintains long term relationship with customer, and internal operational and customer service network.
Proactively identify program exceptions, then troubleshoot and solve according to broad guidelines provided by the Program Manager, KCM or Customer Experience Manager where applicable.
Collaborate and lead the Global Service Centre (GSC) staff assigned to the key account.
Maintain IOPs, SOPs and KPIs in accordance with business changes
Analyze gaps between operational service levels and data output and make recommendations to address identified gaps.
Support PM in KPIs and other program initiatives to internal Maersk stakeholders and work in conjunction with Program Manager who is responsible in presenting to the customer
Assist and coordinate new tactical and operational project initiated by the client and/or Maersk
Act as a bridge between origin team and the client to improve the understanding and facilitate the communication, i.e. assist client to understand origin operations and vice versa assist origins to understand client’s requirement, expectation and business model
Investigate EDI failure and analyses inputs to determine where/why error occurred. Coordinate with key systems/origin personnel to drive change where needed and improve EDI performance
Ensure compliance with applicable federal, state and local laws and regulations, adherence to company procedures and policies.
Engage in communication with logistics suppliers to provide proactive demurrage and detention handling
Performs other position related duties as specified by management. Can’t take task from customer without Maersk review and approval. This to preserve good order.
Technical Skills & Key CompetenciesMaersk systems
Excellent written and verbal communication skills.
Customer and people oriented.
MS Office tools, data analytics and reporting
Team player with proven ability to work under pressure and independently with little supervision.
Visible driving force of Maersk Values and winning behaviours
A strong execution minded individual with financial technical skills, analytical ability, good judgment, and strong operational focus including analytical and troubleshooting skills.
Knowledge of logistics market
Focus on delivering high quality work.
Excellent conflict resolution and problem-solving skills
Able to manage ambiguity an able to work in agile environment.
Education and Experience Requirements
Bachelor’s Degree, Diploma or equivalent with 2 to 4 years of functional experience in transportation or international logistics, international business required.
3-5 years of SCM or similar industry experience
Solid SCM / Shipping operations background
International logistics experience preferred
Onsite schedule
Your schedule needs to be aligned with manager to ensure team coverage.
Customer facilities hours of operations are as follow: M- Th 7-4/ 8-5. You are expected to be onsite 2-3 days, and work remote the rest of the days. Customer may request to come to office on days that are not the usual ones, as a trade-off.
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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