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Senior Customer Experience Partner

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A.P. Moller - Maersk

Oct 16, 2024

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • Dublin
  • Quick Apply

AI generated summary

  • You need shipping/logistics knowledge, strong customer service, commercial acumen, analytical skills, excellent communication, team leadership, and the right to work in the UK/Ireland.
  • You will build customer relationships, resolve issues, deliver proactive service, improve processes, support implementations, and drive team engagement while increasing revenue and achieving KPIs.

Requirements

  • Knowledge of shipping, supply chain or logistics industry
  • A strong customer service background, with proven success in your current role.
  • A strong commercial awareness; able to secure sales through service whilst maintaining a cost consciousness and optimization mindset.
  • A good process understanding and continuous improvement mindset, you should have strong analytical skills and digital proficiency.
  • Excellent stakeholder management – interpersonal and communication skills.
  • Motivated by achieving results, and accustomed to high performance KPIs (Key Performance Indicators)
  • With the ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus.
  • Someone who can lead by example and has proven success delivering results within a team, you should be approachable and willing to invest time in others.
  • Excellent Stakeholder management-, interpersonal-, and communication-skills
  • With a self-starter mindset, you will be well-organized and can work under pressure whilst keeping quality in focus.
  • To be considered for this role, you must have the existing right to live and work in the UK/Ireland.

Responsibilities

  • You will actively build strong relationships and gain an understanding of a customer’s business; service needs and drivers.
  • Ensure that solutions are clearly defined and agreed with the client and achieve these both independently and through team members.
  • Working with your own customers, you will be their escalation point; owning their issues and engaging relevant stakeholders to facilitate timely and effective solutions.
  • Delivering proactive customer service by keeping in regular contact with your customers by phone, regular service reviews and face to face meetings.
  • To deliver a cost-efficient customer service solution, continuously identifying both operational and financial process improvements, whilst meeting or exceeding the client agreed Key Performance Indicators (KPI’s).
  • Support with new client implementations and any additional product solutions.
  • Where there is a risk to the customer experience, you will address and fix the root cause - constantly seeking ways to improve our service.
  • You will reduce the need for service recovery by anticipating and solving problems before they happen.
  • You will use your relationship with your customer base to increase revenue, by growing our share of wallet and promoting added value services.
  • You will be a support and escalation point to the team, drive the integration strategy.
  • Work with the leader on upskilling the team and drive team engagement.

FAQs

What is the job title for this position?

The job title is Senior Customer Experience Partner.

Where is this position based?

This position is based in Dublin.

What type of work environment can I expect in this role?

You can expect an international, challenging business setting that is diverse and fast-paced.

Is experience in shipping or logistics required for this role?

Yes, knowledge of the shipping, supply chain, or logistics industry is required.

What are the main responsibilities of the Senior Customer Experience Partner?

Responsibilities include building strong customer relationships, delivering proactive customer service, managing escalations, and identifying process improvements.

What qualities are Maersk looking for in a candidate?

Maersk is looking for a proactive, excellent communicator with strong analytical skills, a continuous improvement mindset, and the ability to manage stakeholders effectively.

Are there opportunities for personal development in this role?

Yes, Maersk has a strong focus on continuous improvement and personal development.

What benefits does Maersk offer to employees?

Benefits include 25 days of annual leave, an annual bonus, a pension scheme, family-friendly benefits, access to mental and financial health tools, and flexible working options.

Is there support for employees regarding mental health?

Yes, employees have access to an Employee Assistance Program that includes mental health tools.

Do I need to have the right to work in the UK to apply for this position?

Yes, candidates must have the existing right to live and work in the UK/Ireland.

What is the company’s stance on diversity and inclusion?

Maersk is committed to a diverse and inclusive workplace and embraces different styles of thinking.

How does Maersk encourage employee engagement?

Maersk encourages employee engagement through a supportive work environment, team collaboration, and opportunities for input and idea sharing.

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A.P. Moller - Maersk

Transportation
Industry
10,001+
Employees

Mission & Purpose

Maersk is a global leader in integrated container logistics, providing comprehensive shipping and supply chain services. The company specialises in container shipping, port operations, and supply chain management, helping businesses around the world move goods efficiently and reliably. Maersk's ultimate mission is to simplify global trade and make it more sustainable, enabling businesses to connect with markets across the globe. Their purpose is to drive the global economy forward by offering seamless, end-to-end logistics solutions that reduce complexity, increase efficiency, and promote environmental sustainability in international trade.